In order to further enhance its excellent relations with its guests, the AccorHotels Group has been working on a new approach to its customer service. The aim? To place its clientele at the centre of all its actions and all its attention.
To reassert its leadership status in the field of hospitality. That’s the driving aim behind the AccorHotels Group’s new strategy for improving its customer service. Christened Customer Caring and initiated by the management team of the Customer Contact Centres, the new approach has been developed around 5 strategic pillars:
- Honouring the “Feel welcome” slogan
Every guest should feel welcome, whether they are demanding excellence, expressing their desires, requesting advice, wanting more, complaining or asking questions… AccorHotels aims to anticipate travellers’ new requirements in order to offer an ever more unique customer experience.
- Making every customer feel unique
Understanding the customer in order to give them the sense of being privileged is an ambitious challenge. That’s why Customer Caring aims to provide personalised responses based on the profile and habits of individual guests, and to do all this without forgetting that a touch of emotion will make the customer relationship more human and thus facilitate its long-term continuation.
- Pampering Premium customers
The new Customer Caring service is also designed to apply new Premium procedures for loyal and special customers. For instance? Like guaranteeing them faster responses and solutions.
- Sharing customer feedback within the group
By boosting our capacity to listen to guests’ comments and by systematically sharing them within our other departments, the idea is to create a win-win situation where the service and experience enjoyed by the customer is enhanced.
- Working with an expert in customer relations
John Paul, a global leader in concierge services, is now a major partner of AccorHotels. Its expertise in terms of personalisation and customer services amounts to a guarantee of excellent customer relations. Between now and the end of July 2017, our Customer Care activities will thus be gradually transferred to the main AccorHotels John Paul contact centre in Marrakesh.