1. AOHT Delivering Great Customer Service
Unit 4, Lesson 12
Luxury Cruise Customer Service Case Study
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2. Welcome to the Spirit of the Seas!
This luxury cruise ship serves approximately 250 guests. Every cabin on board is a suite.
The Spirit of the Seas has sailed all over the world, including China and Vietnam. Right now, it does 14-day cruises from Istanbul to Venice.
Name one way this ship is different from a typical cruise ship.

3. Luxury = good service
People who spend $1,000 a day expect to receive good service. The Spirit of the Seas goes beyond “good service”—the Spirit’s crew wants to “surprise and delight” its customers.
Can you think of another reason why high prices are connected to expectations of good service?

4. The Spirit of the Seas offers extra special service
Crew members walk around the boat to offer free head and neck massages to guests at any time.
They stock each guest’s cabin with their favorite snacks and drinks.
They greet each guest with a free glass of champagne, and guests can order free champagne whenever they like, or anything else from an open bar!
How do these extra touches connect to the rules of customer service we learned about?

5. The company has two important beliefs about customer service
#1: If we take care of our internal customers (our employees), they will take care of the external customers (our guests).
#2: Our guests are our most important asset. It is the staff’s job to find out what each guest expects and to exceed those expectations.
Does anything surprise you about these beliefs?

6. Every employee memorizes the company’s “Hospitality Plan”
Own the problem a guest brings to you.
Work with colleagues to solve it.
Follow through; make sure it’s fixed.
Problem solved, satisfied guest!
This plan outlines how to give outstanding service to every single guest by empowering employees to fix problems.

7. Customer feedback is a very important part of its approach to service
For example, the kitchen and dining staff meet weekly to discuss every comment card they received in the last seven days.

8. The company pays attention to its customers—and that’s why it succeeds
On its website, it says, “Whatever you want, just ask. We will get it for you.” And they do. Whether you want fresh-squeezed juice handed to you while you run on the treadmill, or cookies baked using your grandmother’s recipe, the crew will make it happen.