When you ask yourself what Customer Care is or what it should look like,have a look at my experience. No one like to be insulted. So when a Company takes actions and makes its personal mission to protect his customers and ensure that, that insult is not forgiven, that's is excellent support. "Saying sorry to someone is hard... but putting your pride down for someone is the hardest"

1. Customer Care:
AN EXTRAORDINARY PERSONAL
experience
CUSTOMER FIRST

2. #1
Following a bad experience in an hotel
in Florence (Italy), I decided to
compile this small, Kandinsky like
presentation, to paint the picture
of excellent after sale service
provided by Booking.com. Their
promptness to respond to my
complaint and their resolution
made me feel like a valued customer.
I have no affiliation with the
portal, but I do work for multinationals
where the new mantra seems to be
customer first.
Many companies nowadays go great lengths, even by revolutionizing their
entire worldwide organization, if necessary, to ensure the mantra is put into practice.

3. BOOKING .COM
IS A COMMERCIAL
PORTAL DEDICATED
TO ONLINE HOTEL
RESERVATION
OWNED BY
PRICELINE
#2

4. Customer Care
//////////////////////
A ROOM
GUESTS
IN HOTELS
WANT
MORE
THAN
#3
SERVICE
PROCEDURAL
DIMENTION
PERSONAL
DIMENTION

5. - THE TWO DIMENTIONS OF CUSTOMER SERVICE -
The Procedural Dimension: Consist of the established system and procedures to deliver
products and/or services.
The Personal Dimension: How service providers (using their attitudes, behaviors, and verbal
skills) interact with customers.
#4

6. GOOD PRICE
GOOD LOCATION
OUR EXPERIENCE
In March 2014 my girlfriend and I decided to visit Florence.
As an espresso lover, that was also an occasion for me to
attend a 3 day course on coffee roasting - something I
wanted to do for some time.
In January 2014 we reserved an hotel with
the perfect mix of Price and Location through Booking.com: no initial charges and payment upon
arrival. The accommodation had one of the highest Ratings for its category and we thought it was
going to be a safe bet.
We paid for the full stay upon arrival in March and the owner seems like a nice guy who kept his
premises with maniacal tidiness. Unfortunately, during the first night we realized our mistake. The
hotel, located on an extremely busy street, was one of the noisiest we’ve ever experienced due to its
paper thin windows. A different room, provided promptly on request, did not relieve much our
sleepless nights. We thought it was very peculiar no one had mentioned “the noise” in other
Booking.com’s commentary, but after all we all have different needs and levels of noise endurance.
HIGH RATING
#5

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OurEvaluation The aftermath: 6.3#6
We tried to be as fare as possible and objective with our review by posting
both positive and negative aspects of our permanence. We were perfectly
aware the owner had worked really hard to make his hotel one of the top
ranking in its category.
We also agreed with the overall reviews posted by other travellers but we
couldn’t condone three sleepless nights in a row, which completely ruined our
vacation.
Busy location above

8. What followed was a series of events and childlike behaviors that left us speechless. Upon posting the
review my girlfriend received a 1200 characters long insulting SMS.
The owner stated we should have not posted an anonymous review. He continued by asking why we
kept staying there (we had prepaid for three nights), and that if had we wanted something cheap
we could have gone somewhere else (sorry for taking advantage of the promotional offer). I
immediately called him back asking to apologize but he decided not answer.
At this point of course we had no respect left for this individual, and I sent an email asking
again to remedy for his deplorable behavior.
As a response, I received three emails:
In the first one, he seemed like he wanted to clear things up,
but he was mocking us yet again. The second email
was a direct insult to my girlfriend, the
third a direct affront to me.
THE AFTERMATH
#7
PART II

9. Emails & SMS
#8
I am not going to dignify the insults by posting the SMS and emails I received; beside they
would just spoil the presentation. Moreover, my intention is neither to promote the insults
nor to denigrate further the owner of the hotel.
Instead the purpose is to highlight the happy ending to this very unpleasant situation
thanks to prompt and efficient customer service.
I decided thus to contact the
customer support immediately,
and they invited me to send all
the “documentation” in
regards to the matter. After a
brief email exchange they
probably managed to contact
the owner and talk some
sense into him.
The response was fairly quick:

10. briefly after that..
the owner came through.
Perhaps not the most sincere
apology, but still a small
victory
#9

11. #10
T R A N S L A T I O N :
I see there was a misunderstanding, I apologize for the inconvenience,
let’s “close” it here.
Best Regards
The Result

12. THANK YOU
MARCO DANIELI
cz.linkedin.com/in/danielimarco/
#11