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Customer delight is getting to know your customer and building a rapport and create great memories for them, as people forget what you said, what you did, but never forget how you make them feel. It is done by remembering simple conversations with them and paying attention to smallest details. By showing you genuinely care for them. It would be similar to what we do for a special friend, like remember their birthday, anniversary, celebrate their success if they share it with you. Customers are happy when they are pleasantly surprised. Its easier in hotel to organise cakes, flowers or even a small gift for special occasions and create a wow factor. This is customer delight to me.
To delight an angry customer its always important to find what the exact problem if find a solutions or alternative and then provide service and follow through if what was delivered was according to the expectation of the customer. Example a customer is unhappy about the product an exchange or a voucher of similar value would solve the problem. But if he is unhappy with the price an alternative option to be given.
