A personal concierge takes pride in creating memorable experiences for people. They have a passion to serve, an ability to multi-task, and a flair for remaining graceful and calm under pressure. However, even the most competent individual still needs a concierge’s secret weapon: impeccable customer service.
What is Customer Service?
It is important to remember that there are two components: services that the concierge delivers, and how you, the client, feel about those services. No matter how professionally planned and competent those services are, if you not satisfied with those services, you will not return and won’t recommend that anyone else does either.
The First Secret: Attitude
The French association of concierge is called Les Clefs d’or which means “service through friendship.” To treat you as friends we serve, we need a gracious attitude. Attitude comes across in words, but even more so in tone of voice, facial expression, and body language. A pleasant tone of voice, a smile, and leaning forward when talking with you indicates that attention is paid and we care about your needs.
An attitude of service is shown when we greet you warmly, we use your name and look you in the face while you are speaking. Even when we can already guess what you are going to ask us, patiently listening to your whole story about why you need to change your plane reservations makes you feel that we care about you. Sometimes, people need a listening voice more than the actual service we provide.
The Second Secret: Above and Beyond Actions
Whenever possible, we try to satisfy a client’s request, even when it seems impossible. Take the example where one concierge was asked to find an elephant for a client’s wife’s birthday. After phoning the zoo and finding out they did not provide animals to the public, she found out about a company that rented elephants. The rental was ready before lunch. Now, obviously such outrageous requests can’t always be fulfilled, and the client should not expect them to be. Most people will appreciate our attempts and feel satisfaction with our service even when we aren’t able to meet their request.
What if we can’t fulfill a request? We provide alternatives. By providing alternatives, we can help you have a wonderful experience that might even be better than your original idea. If we know the area thoroughly, we can often make better suggestions of restaurants, nightclubs, activities, shopping spots and other activities than you might find on your own or in a travel book. We use our specialized knowledge to make your experience unique.
What is Impeccable Customer Service?
Impeccable customer service goes beyond the ordinary duties and expectations. It is customer service which not only satisfies but surprises. It asks questions, listens and adjusts to continually improve. In combination with outstanding acts of service to people, impeccable customer service provides forging meaningful emotional bonds with people which make them feel we care about them and their experiences in our business. A concierge masters the secret weapon of impeccable customer service by providing superior services which engender loyal customers.
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