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| The Costa Touch: How to create and implement a unique Guest relationship |
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What is the Costa Touch
The Vision, Mission and Values have defined the basis on which Costa wishes to found its future growth. However, these corporate values can only lead to practical consequences if they influence our daily behaviour. This set of behaviour constitutes the "Costa Touch", a distinctive style which characterizes us and should be applied by all those who have a service relationship with Guests. All the Company's human resources need to comply with the "Costa Touch". This is because we all operate in order to supply service to Guests and to our Internal Clients, i.e. our colleagues who benefit from the results of our work.
Costa response
Taking into account Guest's point of view, answers need to be twofold. On the one hand, Costa must provide a structural response on the behavioural side. On the other hand, a distinctive "Costa Touch" must be developed and instilled in all Costa personnel.
This:
- stems from our corporate values, particularly from the “Passion for our Guests”
- is based on the Strategic Service Intent
- needs to be defined for different service roles (reviewing the product plans and the service manuals) and to be flexible, allowing entrepreneurial adaptation to each different service situation.
The basic statements
The "Costa Touch"
"We all make our Guests' dreams come true."
Costa Strategic Service Intent
“A Costa cruise is a Wonderful World where each Guest is made to feel at home. We create this unique and unforgettable vacation experience through impeccable and spontaneously friendly service aboard and ashore.”
Costa Touch guidelines
1. Our uniform and our personal appearance must be immaculate.
2. We need to know our duties and the Costa Touch contents thoroughly.
3. We must act to ensure the utmost cleanliness and the protection of Costa assets is also our responsibility order.
4. We must take personal care of the safety and well-being of our Guests.
5. We should greet our Guests with a friendly smile (even on the phone), with a formal greeting and with appropriate body language. Whenever possible, we should address Guests by their name.
7. We must consider any help request from our Guests as our personal concern and treat it as such.
8. Any complaint from Guests must be our personal concern and we must do our best to fully pacify them.
9. We must always check the satisfaction of our Guests after the service has been performed.
10. We should always remember that ultimately it is our Guest who pays our wages.
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