Why I love Taj and more...
Prompted by the news that Taj group of hotels have got top billing worldwide.
Circa 2002. Was on a visit with family to Goa and was staying at the Taj Exotica. Late in the evening we discovered that My daughter, 5 years old, was having a little fever. Having given her some standard medication we wanted to order some food for her.
I called the room service that was attended by a girl. I pointed to an item on the menu and asked her if the same can be modified a little bit to make it suitable for my daughter. She replied that she will need to talk to the chef and that she will call back. I was surprised to get a call immediately and on the line was the Chef himself. He listened to me and my need with patience. Then he said, "Can I suggest something different for for your daughter ? Trust me she will like it and will be good for her." I said yes and kept the phone down. Like promised, my daughter enjoyed the food.
The next day, we where ordering our lunch and at the other end was another girl. She promptly enquired if we liked what the chef had prepared the previous night and if we would want to re-order that for my daughter............
Taj hotels have made "PERSONAL CUSTOMER SERVICE" into a process. You get a feeling that they are taking care of you individually, every time you visit them. This has been echoed by my friends too, a hundred times.
Switch to recent times where Companies are adopting AI driven chatbots to be the face of customer service and failing miserably. I have had painful experiences with @oyo @iciciprudential etc. Every Chatbot deployed by most banks are a disaster, with either no understanding of client need or end to end thinking of all the journeys.
The faster they correct themselves, good for them. As much as Customers will cheer for Taj , they will and should drop these wannabe,s quickly.