As Amex Ambassadors we got the chance to participate in the #ServiceSpotlight program, and the pleasure of interviewing one of the most powerful women in Toronto, Four Seasons Chef Concierge – Liloo Alim.
What defines great service? How do you make someone feel like more than just a customer?
Great service could be from anyone, and comes in many different forms. If someone remembers my name, or remembers what my preferences are, I consider that great service. You have to make it personal – “service through friendship”.
It’s easy to talk about bad service, how do we shift the conversation to talk about great service?
In my opinion, positive feedback is just as important as negative, you have to embrace both. Mistakes will happen, but it’s how you handle it that ultimately matters.
Why do you think great service is so important to Canadians?
Canadians have a world-renowned reputation for being polite, courtesy and friendly. With that being said, it translates into our expectations. We have a high standard when it comes to service because of how we carry ourselves. A great example of this is when we travel. People have a fondness for Canadians which helps when getting service around the world.
How do you become a great customer?
You’ve got to be pro-active, do some research and stay up to date, and have a positive attitude. Attitude is everything! You should always let the establishment know you’re coming. For example, if you’re planning your first trip to New York, let the hotel concierge know that it’s your first time in the city and ask for help, tips and recommendations. The better customer you are, the better experience you’ll get.
Can you tell us one customer service story that highlights premium service?
There was this one phone call from Paris with a client who was looking for a limited edition gold “Superman” coin from Canada. As a fellow concierge we went the extra mile and assisted the concierge and client from Paris in locating one of these sold-out coins. Needless to say, everyone was extremely pleased with the outcome.
Being in the service industry has to be in your DNA, or else you won’t last long. It’s just something you can’t switch off!
When we go out, we always want to feel like more than just a customer, and nothing says commitment to great service more than American Express. Liloo and Amex share the same standard when it comes to quality service. They really do go above and beyond for their customers. Do you have a story where someone has gone above and beyond to deliver great service for you? Share with us below, we’re starting the conversation!
Previously: Customer Service Week
Follow @1LOVETO & @AMEXCanada #ServiceSpotlight