Planning for Exceptional Customer Service

It’s apparent in the Gregg Michel interview that the exceptional customer experience on a Crystal Cruise does not occur by chance. Michel talks with Robert Reiss about the pillars of the Crystal Cruises’ business model, starting from the selection of staff to the training that lasts throughout their service. One of the primary elements of the training program, called “Learn for Life”, stressed by Michel is the teaching about cultural differences, not only regarding passengers, but also among the staff who frequently come from over 40 countries on a given cruise ship. Michel illustrates the superb level of service with a striking example of the self-motivated staff, but additionally describes an approach to handling problems that contributes to customer respect and loyalty.

Interview Aired: 11/29/2009