Page 347 - ITIL® Foundation 3.15

Using Service Request Process Models to anticipate customer needs and exceed expectations.
An important part of request fulfillment is to have a pre-defined list of what is acceptable for a user to ask for and receive. If you understand the users’ needs, or see a repeat pattern
of service request based upon
changes that consistently happen in your environment, you may be able to anticipate user needs and increase customer satisfaction by exceeding those expectations.
By putting a pre-defined process
model in place, Wyndham hotel in St.
Louis was able to exceed my
expectations. The guest placed a do
not disturb tag on the door when
they left for the day. The hotel,
having seen this request before knew
that the need for replacement towels
and toiletries was likely. So, they
created a process model allowing the
guest to receive this service without
having to call and request it. Not
only was the guest impressed with
this level of understanding of their needs, but the staff were actually more efficient (saved effort), in that, they did not have to respond to this request later and could better pre-plan their daily activities.
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