Bottom line, ignore these and you’re sunk. I think another facet to bring into the spectrum for review: expectations. Don’t get me wrong, good customer service should be paramount, whatever the business and wherever you are, but often I think expectations of what counts as ‘good’ or ‘excellent’ is out of line with ability to provide it. For example, I expect exceptional customer service whether it’s McDonald’s or a four-star restaurant. Unfortunately, and much to husband’s chagrin, it doesn’t always happen. Is the expectation of what counts for high quality customer service shared with the staff? For Chic-fil-A, absolutely. For others? It does not appear as if it always is.
Thank you for the informative post. Online travel websites have become a one-stop solution for all the travel needs of consumers. From booking flights, railway tickets, and hotel rooms to renting cabs, they are omnipresent. With rising mobile usage and emergence of new technologies, customer experience is the only diffrentiator today. Future is likely to see chatbots coming into the picture to handle mainstream customer support for travel companies. It is essential for travel companies to transform their customer support ecosystem to create a differentiated place in the industry.