Marketing & Vertrieb

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The customer is king
Service großgeschrieben!

Example dialogues

Your regular hotel customer would like to stay the night in her regular room. However, it is already booked.

Hotel customer: The room I usually have is much more comfortable. Surely you could arrange something for me? I am a regular guest after all.

You: Ms Johnson, please rest assured that you are one of our most valued customers. If one of the front facing rooms becomes available, you will have the first priority. I can't promise you anything but I wish you a pleasant stay all the same.

Your server has been experiencing problems. The phone rings:

Customer: I can't send you any emails or access your website. This is the third time this week!

You: I'm very sorry for the inconvenience this is causing. We are doing everything possible to put things right. It should take about another 45 minutes and then we hope to have it fixed.

A phone call is directed to your number. The customer has a problem that is not your department's responsibility:

Customer: I have been trying all morning to get through to your reservations department but it is either engaged or no one answers the phone!

You: I will make sure that this matter is dealt with as soon as possible. Occasionally it takes a little longer to be put through at peak hours. But if you give me your name and number, I will make sure that someone calls you as soon as possible.

A customer order has gone missing and an angry person phones you to find out what has happened:

Customer: You mean to tell me that you don't know where the parcel is?

You: Mr Jones, I can entirely understand that you are frustrated. Please rest assured that we are doing all that we can to sort the problem out. As soon as I have further news, I will let you know.

Some customer goods have had to be replaced because they were faulty. You phone the customer:

You: I am phoning to say that we are terribly sorry for the inconvenience caused. This should never have happened, and as a gesture of our goodwill, we would like to offer you a discount of 10%.

Customer: What about a refund?

You: Unfortunately we can't as we have already sent you the replacement goods. But I sincerely hope that the 10% discount we are offering will help restore your confidence in us.

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translation "The customer is king"
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