Behind the scenes of a concierge service request
It's a well-kept secret that makes the world of concierge services so magical and renowned: how do concierges manage to respond to every type of request, from the simplest to the most difficult, while maintaining an exceptional quality of service? Discover the journey of a request at John Paul.
The first step is to make contact...
Members benefiting from the John Paul service can contact their Concierges via 8 different channels, of which telephone calls, WhatsApp and emails are the most popular. Today, John Paul Concierges receive around 20,000 calls per month in Europe, with some months being more favourable than others (particularly around the holidays).
Each request, known as a ‘query’, is received at an operations centre where the Concierges work. This area is kept restricted to the sole holders of a specific badge in order to comply with PCI DSS certification and limit the confidential information that can be exchanged there. John Paul Concierges must also comply with a confidentiality charter governing the use of banking data.
Anecdote: in our operations centre, no phones, paper or pens are allowed. The reason for this? To prevent theft and leakage of our Members' personal data.
...then identifying the nature of the request and carrying it out...
At John Paul, Concierges are divided into two main areas: generalists (handling routine requests such as booking a taxi, restaurant or train ticket) and experientialists (creating a complete experience, like planning a trip).
Even before taking note of the request, the Concierges have a certain amount of valuable information about the Member's identity, obtained when the contract is opened and the service is presented via a call to the Member Relations department: the Member's profile, habits, specific features, tastes, dislikes, preferences, etc. The Concierge will take this information into account when delivering his or her response.
Trained in the ‘John Paul 10 Commandments’, Concierges know that excellent listening skills and great empathy are needed to understand the underlying needs of a request as well as possible, so that they can then formulate a relevant and personalised response.
A Concierge may be asked to provide an answer within two hours (a taxi, a timetable, a quick search, etc.) or up to 48 or 72 hours if the answer requires more thought (organising a trip, searching for a rare object, selecting several places with price comparison, etc.) sometimes requiring the collegial help of colleagues, also specialised in the subject.
In the interests of quality excellence, the Concierges will always propose several solutions to the Member, who may accept these suggestions, request new ones or modify his or her search.
...right through to follow-up and guaranteed satisfaction!
The mission of John Paul Concierges does not end with the research and/or execution of the request. They must ensure that the request is carried out correctly and that the Member is completely satisfied, by means of a survey. Each piece of data collected will be used to enrich the secure CRM tool, enabling the profile file to be enhanced with information on habits and preferences. Our aim? To guarantee unrivalled quality of service with every new request.
