Customer Centric Behavior Taj Hotel

What aspects of customer centric behavior explain the actions of the hotel employees toward the Taj Bombay guests?

Customer centric behavior is deeply rooted in the organizational culture of the Taj Bombay dating back to its founding as a socially responsible company that serves and gives back to it’s employees, customers, and community; this is best exemplified in the Tata Code of Conduct and the slogan “The Guest is G-d”. The Taj Bombay also fosters an organizational culture that supports its employees and creates a family-like environment with a strong sense of employee loyalty; a good example of this is the pool of funds employees contribute to monthly and distribute to other employees in case they experience hardship. Also significant are the hotel’s protocols for hiring, training, and rewarding employees--which created an environment that allowed employees to act heroically serve customers during the attacks on the hotel—the hotel recruits employees who display strong character traits related to serving others, it then trains employees to make every customer encounter (as many as 42 a day) full of “delight” and encourages employees to take initiative to make this happen, and lastly the hotel reinforces the training by rewarding employees for outstanding customer service and for years of service, creating a sense of commitment, pride, and loyalty.

Class discussion: why did they risk lives:

* Pride, loyalty, community value and culture of customer service

* Social responsibility- code of conduct

* Hiring people who are willing to serve and nice, friendly, training to take initiative and make customer experiences delightful- and rewarding good behavior and loyal service

* Human nature

* Guest is g-d- economic incentive

* Emotional intelligence –different value on personality

* Nationalism and pride for country

How much is unique to national culture and to organization?

* It’s both the organization and country- Tata...