Mr. Neeraj Chandhok, CEO & Founder at Building Block Customer Services conducted a session on ‘Importance of Customer Satisfaction’ for the students of Department of Hospitality and Hotel Administration, Manav Rachna International Institute of Research and Studies today. Mr. Chandhok has over 25 years of experience and has recently authored a book- ‘Customer Plus’. He engaged students by sharing his experiences and went on to discuss the various aspects of customer satisfaction and hospitality. He opined that restaurants work on customer’s senses which lead to their experiences. He informed the students about the concepts of Dining Market and Experiential Market; Service Integrity; Net Promoter Score (NPS); and Net Ease Score (NES).
Mr. Chandhok reiterated the vision of Amazon- “To be the most customer-centric company on the planet Earth”. He said that the company works on the 2-Step theory:
1- Hold on to your old customers
2- Make new customers
With this, he said quality is ‘getting it right in first time, every time’.
The session was highly interactive and knowledgeable giving students a new outlook to view the hospitality industry. He ended his session by giving a hospitality mantra to students, “Be Served to Serve Better”.