A Case Study in Excellent Customer Service


The excellent Residence Agnes in Prague.

It is quite rare that I experience such outstanding customer service that I want to put ‘pen to paper’ but that is just what we received at the Residence Agnes in Prague recently.

We booked the hotel through www.booking.com using the customer ratings and comments to guide our choice. The hotel had scored very highly so we were optimistic that our experience would be good and we were not disappointed. The positive experience started when I received an email from the hotel’s manager a couple of days before we were due to arrive. The email asked what the hotel needed to prepare to make our stay a good one. In all our years of travelling this was a first!

We had read that Prague taxi drivers were inclined to overcharge tourists so we asked the hotel manager to arrange for us to be picked up from the main railway station on our arrival. I received an email and a text message with detailed instructions where our driver would meet us and how much the fare would be. Our taxi driver duly arrived and we were delivered to our hotel promptly.

We were greeted warmly, by name, by the hotel manager and although breakfast service was over we were offered breakfast and a coffee. As we were too early to check into our room we were given secure storage for our luggage, a map of the city and a promise of access to our room ahead of the usual time. Our first impressions were therefore sustained.

The hotel scored on many fronts. Our room was spacious, clean and comfortable, the shower was efficient and roomy and the hairdryer better than many found in more expensive hotels. The buffet breakfast was excellent with healthy and less healthy options. Throughout our stay every member of staff was helpful and efficient and it was clear that the hotel had effective communication systems so the morning reception staff knew what time the night porter had booked our departure taxi for.

This was a reasonably priced four star guest house which absolutely deserved its star rating and its high feedback score on www.booking.com. So what can the Residence Agnes teach us about excellent customer service?

  1. Put your customer’s experience at the heart of the business and ensure buy in from every member of the team.
  2. Think about your customers’ ‘journey’, what will they be doing before and after their contact with you? Can you anticipate and solve any potential problems they might have?
  3. Treat every customer as an individual. Use their name and remember something about them.
  4. Ensure that you have effective systems in place so that your customers can be confident that high levels of service and communication can be maintained.
  5. Smile, a lot and genuinely! Show that you really do care about your customers.

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