The Magic Of Customer Relationship Management

So far, about 200000 people from all over the world have been there, and in their words, as long as 1/10 old customers are patronized every year, hotels will always be full.

This is the secret of success of Thailand Oriental Hotel.

Customer relationship management is not only a set of software systems, but a set of comprehensive and perfect service concepts and service systems, which take the consciousness of whole staff service as the core and run through all business links, is a kind of corporate culture.

The operation of Thailand Oriental Hotel is the most Asian Hotel. It is almost full every day. It is difficult to get a chance to book one month without reservation, and most of the guests come from the western developed countries.

Thailand is not very developed in Asia, but why is there such a tempting restaurant? People often think Thailand is a tourist country, and there are unique performances in the world. Is it true that they have worked hard in this area before they get the benefits of the hotels? They are wrong. They rely on real effort -- unusual customer service, which is the current popular CRM.

How good is their customer service?

A friend often travels to Thailand on official business and stays at the Oriental Hotel. He was impressed by the good hotel environment and services during his first stay.

When he checked in for the second time, the details of the hotel increased his popularity.

That morning, when he came out of the room to go to the restaurant, the floor waiter asked respectfully, "is Mr. Yu going to have breakfast?" Mr. Yu was very curious and asked, "how do you know my surname?" the waiter said, "our hotel stipulates that the names of all the guests should be memorized at night."

This surprised Mr. Yu because he frequently traveled around the world and stayed in numerous senior hotels, but this was the first time that he had ever met.

Mr. Yu happily took the elevator down to the floor of the restaurant, and just walked out of the elevator door. The waiter in the restaurant said, "Mr. Yu, please help yourself."

Mr. Yu was even more puzzled because the waiter did not see his room card and asked, "do you know my surname?" the waiter answered, "the telephone on the top just came down and said you had already gone downstairs."

This high efficiency makes Mr. Yu again surprised.

Mr. Yu just walked into the restaurant. The service lady smiled and asked, "is Mr. Yu still in the same position?" Mr. Yu's surprise escalated again and thought, "though I am not the first one to eat here, I have been in the restaurant for the first time in recent years. Is this service lady so good?" seeing Mr. Wang's surprised eyes, the service girl explained voluntarily, "I have just checked the computer records, and you used breakfast in August 8th near August 8th."

Yu said excitedly, "old seats! Old seats!" then asked, "old function list, a sandwich, a cup of coffee, an egg" now Mr. Yu is no longer surprised. "The old function list is the old function list."

Mr. Yu has been very excited.

When the meal was served, a dish was given to the restaurant. Because this dish was first seen by Mr., he asked, "what is this?" the waiter returned two steps and said, "this is our special dish."

Why did the waiter take two steps back? He was afraid that he would spoil the food on his guest when he spoke. The meticulous service should not be seen in a general restaurant, or the best restaurant in the United States.

This time, breakfast left a memorable impression on him.

Later, because of the reasons for his business adjustment, Mr. Yu did not go to Thailand for 3 years. When he was on his birthday, Mr. Yu suddenly received a birthday card from the Oriental Hotel. He also attached a short message to him. It reads: "Dear Mr. Yu, you haven't come to us for 3 years. We all miss you very much and hope to see you again. Today is your birthday. Happy birthday to you."

Mr. Yu was so excited that his eyes were filled with tears. He vowed that if he went to Thailand again, he would never go to any other hotel, he must stay at the Oriental Hotel, and persuade all his friends to choose like him. Mr. Yu looked at the envelope, with a 6 yuan stamp on it, and 6 yuan to strengthen his heart.

This is the magic of customer relationship management.