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I was lucky enough to take a” trip-of-a-lifetime” vacation last week to Europe. My husband and I and his family flew to Barcelona, Spain for a cruise on the Mediterranean with stops in Toulon, France, and Pisa, Florence and Rome, Italy. It was like nothing I have ever experienced before! The cruise ship was our home where we dined nightly in the amazing three-level dining room. On our first night we were seated at a nice table by a large window overlooking the ocean… and this is where I encountered the most amazing customer service experience I have ever received. Our head waiter Rosario and assistant waiter Germaine delighted us with their courteous, friendly and genuine desire to make our dining experience one-of-a-kind! They brought us extra appetizers to try, even though we didn’t order them and ensured our every need was met. They even gave us a lesson in physics with some neat “magic tricks” using items from the table. After the first night, they remembered that I liked a cup of peppermint tea after my meal and were ready with the tea each night after, without my asking for it. We always looked forward to our dining experience every night because we knew we would be welcomed by our friendly wait staff and would be treated to a wonderful meal and incredible service.
So what exactly made this customer service experience so unique?
- We had the same incredible service each and every night of the cruise.
- The desire by the staff to provide excellent customer service was genuine.
- We got more than we expected.
- They remembered what we liked and ensured it was available every time.
Now, back at home, wishing I were still on the cruise, I realize the wait staff, Rosario and Germaine, gave me a great lesson in customer service. The key to ensuring your organization’s customer service experience is remarkable is: consistency, sincerity, going beyond what is expected and remembering the small details. This level of customer service is something I will strive for each and every day.
