Saturday, 6 December 2008
Memo of Understanding
As part of the YRCL formal training we stress the importance of understanding the clients needs and making sure we confirm our understanding of their requests. This can be via a Memo Of Understanding (MOU) for sales and "confirmation of booking for shipments" by operations, but I think good customer service is really just also a sign of good manners.
This is an area I believe many industries miss a trick. For example this week I had an important visitor from YRCL USA. We booked him in the normal hotel we use and normally he gets a decent service. The key items he needs are a large bed (because he is 6ft 5') wireless Internet connection and a decent shower.
This visit he was given 2 small beds, a room that was outside the wireless connection area and a shower that didn't work. The attitude of the staff was 'you did not stress these were important'. Had the hotel employed a MOU culture (good manners) they may have avoided this and avoided losing a client.
This is an area I believe many industries miss a trick. For example this week I had an important visitor from YRCL USA. We booked him in the normal hotel we use and normally he gets a decent service. The key items he needs are a large bed (because he is 6ft 5') wireless Internet connection and a decent shower.
This visit he was given 2 small beds, a room that was outside the wireless connection area and a shower that didn't work. The attitude of the staff was 'you did not stress these were important'. Had the hotel employed a MOU culture (good manners) they may have avoided this and avoided losing a client.
Labels: Minimum Service Standard, Sales, Service
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