In addition to the managers’ team effort to support our guests, we have worked hard over the years to establish procedures for:
• Reservation Mistakes
• Scheduling Conflicts
• Unhappy Visitors
• Timeshares & Other Promos
• Accounting Discrepancies
• Special Events
A very important support structure that we have in place is an alert system. There are many things that are out of our control, such as weather, traffic, unruly guests, delays, mechanical issues, etc. When an event occurs that might cause a guest to return unsatisfied our customer service is alerted by the managers.
Our customers really appreciate this because it allows them to work on a solution before the problem escalates.
For example, if the wind knocks down an electricity pole that delays the tour 2 hours and the swimming stop is shortened, the manager advises customer service. When the guests call to complain, we have already worked with customer service with a solution.
This is the culture that we’ve developed with our guests and are very proud of.
Escalating Process for Issues Needing Executive Attention
When an issue can’t be resolved by customer service, we have developed a successful process for escalation.
Generally it begins with a guest and customer service. The customer service agent calls our General Manager to describe the problem and ask for a resolution. Our customer service agents are empowered to resolve problems. Otherwise, they will advise the manager that there is a situation requiring special attention. In the meantime, DHT’s managers are informed of the situation and are prepared to work on a satisfactory solution.