5 Points Of Contact
The 5 points of contact are opportunities where we easily can make a big impact by living the 3 Behaviours and adding Big Little things. Of course there are other opportunities, but these are the most crucial and will have the most effect on overall customer satisfaction.
Meet & Greet
The first impression should be a warm, friendly greeting, positive body language and a smart, professional appearance of you and your area. This will set the tone for the rest of the trip.
Acknowledge
As you walk around the vessel or move between tasks, seek eye contact with the customers you meet. A friendly smile will make them feel safe and in good hands and they’ll know we’ll be close by if they need anything.
In Service
During service crew visibility is important. When performing tasks, there are quick and easy ways to make a customer feel valued and taken care of. Use your knowledge to recommend or guide the customer and personally assist where possible.
Checkback
Checkbacks are all about spotting opportunities where you can show customers that we sincerely care about their experience. Whether it be at an outlet, in the accommodation, or simply walking about the vessel, ask if customers have enjoyed their experience and rectify any issues.
Farewell
A friendly and sincere farewell will send the customer away with a fond memory. Be sure to always say thank you as they leave your area and be sure they receive a genuine acknowledgement which shows we hope to see them again soon.
