MEMBER SERVICE and the Pursuit of Happiness
Does Happiness at Work Matter? Most people don't expect to find happiness working a customer service job. But, customer service, by its very nature, presents unique opportunities for the pursuit of happiness. When you consistently practice customer service values and skills, such as kindness, listening, empathy, gratitude, responsibility, and persuasion, you develop habits that will stay with you for the rest of your life, and that can be applied to all other aspects of your life. As creators of memorable experiences, we come into contact with many members each day. Each contact is an opportunity to make each life we touch a little better each day.
CREATING TRULY MEMORABLE EXPERIENCES (CTME) There is a growing recognition in the hospitality industry that providing customer service at the level of customer satisfaction is no longer acceptable and that "creating truly memorable experiences" is now the minimum standard.
What is a Truly Memorable Experience ?
Example:
The Problem: A woman arrives at a restaurant in New York City and discovered she had left her wallet and cell phone in a cab.
The Truly Memorable Experience (CTME): The woman was seated and was assured she could pay later. While she dined, a receptionist continuously dialed the woman's cell number for a half-hour until the cab driver, now far away, finally answered. Unbeknownst to the woman, the restaurant sent a staffer to meet the cab on the far side of town. As the woman finished her meal, the staffer returned with the wallet and cell phone and gave it to the astonished woman.
Cost to the restaurant: a $31 cab ride to retrieve the property.
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