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SERVICE: TODAY AND TOMORROW

Thomas MazloumSenior Vice President, OperationsCrystal Cruises

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Service Today

There is certainly a shift in the desires of customers who once enjoyed the traditional 6-star experience to an experience that could now be better described as New Luxury.

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Service Today

There is still a requirement for a sense of place and to maintain strong craftsmanship and dexterity but perhaps there is less desire for extravagance in design and service delivery.

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So what is Great Service Today?

It’s not about being all things to all people; it is about being specific things to specific people.

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Great Service TodayIf you want to provide GREAT Service TODAY, it is important to understand what customers think it means.

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Great Service TodayIf you want to provide GREAT Service TODAY, it is important to understand what customers think it means.

“For instance, some guests like servers to hover over them; while others want them to be invisible.”

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Conclusion – Service TodayAt the end of the day, Crystal Cruises directs our full attention to personalized experiences.

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Conclusion – Service TodayAt the end of the day, personalized experiences is where Crystal Cruises directs our full attention.

Thus the fundamental key in providing the best service is the ability to read the guest accurately.

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How do we accomplish this at Crystal Cruises?

We Hire for Attitude and Train for Skills.

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Service Principles

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We live by Simple Service Principles at Crystal Cruises Answer your phone

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We live by Simple Service Principles at Crystal Cruises Answer your phone Listen to your customers

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We live by Simple Service Principles at Crystal Cruises Answer your phone Listen to your customers Don’t make promises unless you can keep them

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We live by Simple Service Principles at Crystal Cruises Answer your phone Listen to your customers Don’t make promises unless you can keep them Deal with complaints immediately

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We live by Simple Service Principles at Crystal Cruises Answer your phone Listen to your customers Don’t make promises unless you can keep them Deal with complaints immediately Be helpful – even if there’s no immediate profit in it

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We live by Simple Service Principles at Crystal Cruises Answer your phone Listen to your customers Don’t make promises unless you can keep them Deal with complaints immediately Be helpful – even if there’s no immediate profit in it Take the extra step

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Great Service Tomorrow

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Great Service Tomorrow…

… is paying attention to the total customer experience.

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Great Service Tomorrow

Today, many companies are doing a very good job in measuring individual product features and, as a result, produce high customer scores.

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Great Service Tomorrow

Looking solely at individual product features diverts attention from the bigger – and more important – picture: the customers’ end-to-end product experience.

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Great Service Tomorrow

At the heart of today’s challenge is the “Silo Nature” of service delivery that flourishes inside different departments within many organizations.

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Great Service Tomorrow

At the heart of today’s challenge is the “Silo Nature” of service delivery that flourishes inside different departments within many organizations.

Tomorrow, we will need a whole new way of managing our service operations.

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Great Service TomorrowWe will need to change our service operations in four ways:

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Great Service TomorrowWe will need to change our service operations in four ways: We must identify and recognize the entire customer experience

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Great Service TomorrowWe will need to change our service operations in four ways: We must identify and recognize the entire customer experience We must fully and accurately understand and accept how we

perform in each area

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Great Service TomorrowWe will need to change our service operations in four ways: We must identify and recognize the entire customer experience We must fully and accurately understand and accept how we

perform in each area We must redesign and build cross-functional departments and

processes to support the entire customer experience

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Great Service TomorrowWe will need to change our service operations in four ways: We must identify and recognize the entire customer experience We must fully and accurately understand and accept how we

perform in each area We must redesign and build cross-functional departments and

processes to support the entire customer experience We must institute a “cultural change” within our organizations

to support the entire customer experience

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Service Tomorrow Put Simply

It’s the entire customer experience that will really matter.