Customer Service Script 2

Client-Centered Organization

Narrator: The Corporate Staff is visiting the Acme Hotel in Sometown, CA for a strategy meeting. CEO is conducting the meeting with the VP, Hotel Manager, and clerk present.

CEO: I've gathered you here today to share my vision with you. I see us as one of the top five hotels in the country within five years. Today where somewhere in the top 50. Hotels are about service and if we are going to be on top, we'll need to provide the best service around. Now you people on the front lines, hotel managers, front desk clerks, bellmen, maids, and maintenance, you are the heart of our organization. As you go about your business of providing service; tell me what you need and I'll get it for you; show me any obstacles to getting your job done, and I'll help you remove them. You know your business and yours customers in each of your communities better than anyone. You decide how we can reach our goals, and I'll make sure you have the tools and resources you need to achieve these goals. Now go get 'em!
(Manager and clerk go to their hotel stations, and CEO, VP, Manager, and Clerk all return to their offices).

Customer: (Walks up to desk)

Clerk: Hello sir. How are you this evening?

Customer: I'm fine thank you.

Clerk: Are you checking in.

Customer: Yes.

Clerk: What's your name please?

Customer: My name is Mr. Client.

Clerk: We don't seem to have a reservation under that name.

Customer: Well I made it over a week ago. Here's my confirmation number.

Clerk: (Looking at records) Hmmm. We don't seem to have it. But don't worry, we'll take care of you. We have some rooms on standby. I'll give you one of those. Would you like smoking or non-smoking.

Customer: Non-smoking, please.

Clerk: Very good. Here is a map of our facility. Your room is here. You also may visit our spa if you wish located here. There is a complimentary breakfast at our restaurant as well. Would you like a wake-up call?

Customer: No thank you.

Clerk: Is there anything else I can do for you?

Customer: No thank you, that's all.

Clerk: Have a good evening then sir. Please let us know if you need anything.

Customer: Thank you. I will. Good night.

Clerk: (dials phone) Ring a ding ding.

Manager: (answering phone) Hello.

Clerk: Yes Mr. Good, this is Mr. Wonderful at the front desk.

Manager: Well good evening Mr. Wonderful, it's good to hear from you. Tell me, what can I do for you?
Clerk: I just wanted to let you know that a Mr. Client just checked in with a reservation that we didn't have in our system.

Manager: Oh dear, thank you for telling me. Let me meet you at the front desk for more details so that I can find out what happened. We don't want this kind of thing to happen again. Why don't you call Mr. Client and see if he would like a complementary bottle of wine sent to his room.

Clerk: Certainly sir. I'll take care of that right away.

Manager: Great. I'll see you in a few minutes.

Clerk: OK. Bye, bye.

About the Author: Steve Davis, M.A., M.S., is an Facilitator's Coach, Infoprenuer, and free-lance human, helping facilitators, organizational leaders, educators, trainers, coaches and consultants present themselves confidently, access their creativity, empower their under-performing groups, enhance their facilitation skills, and build their business online and offline. Subscribe to his free weekly ezine at www.MasterFacilitatorJournal.com or visit www.livingmastery.com to learn more about him and his offerings.