Why the Cruise Industry Requires a Unique Customer Service Model

The cruise industry was always a favorite for travelers, and it’s finally resurging after the pandemic. What does this new cruise experience look like, and what are guests now expecting? To answer this, Say Yes to Travel host Sarah Dandashy spoke with Paul Rutter. Rutter is a customer service expert, author, speaker, and spent 40 years as a cruise and entertainment director.

Rutter’s path to the industry was unexpected. He graduated from college with a teaching degree, with plans to travel before starting his career. A chance meeting turned into an offer to work on a ship. “I worked on multiple lines, received education from all these, and was traveling all over the world and getting paid.”

Rutter pointed out what makes cruising unique across hospitality and any other sector. “We live with our customers 24/7 and our coworkers. So, culture onboard is important. There are so many nationalities, so everyone has to be taken care of—happy crew, happy guests,” Rutter shared.

Cruises went dormant during the pandemic and are now back on the waters. Rutter explained that the cruise lines got together to create plans and procedures. “The cruise industry has been light years ahead of others in health and safety. Now with the plans and requiring vaccines or negative tests, there have been few outbreaks.”

The operational model had to adapt to the new reality, with contact tracing, crew-served buffets, and cordoning off potential cases.

Even though the environment is somewhat different, the commitment to exceed expectations and care for crew is still the same. Rutter’s More Than Perfect Customer Service Model drives satisfaction, retention, and loyalty. He combined this model and anecdotes from his 40 years in the business in his new book, “You Can’t Make This Ship Up.”

More Stories Like This:

Is “Trip Stacking” Fall’s Biggest Travel Trend?

For The Love of Travel Is Trying to Change How You Travel

Follow us on social media for the latest updates in B2B!

Latest

Healthcare Cyberattacks
Healthcare Cyberattacks Grew in 2022
February 3, 2023

Concerning data from cybersecurity firm Check Point indicates an increase in cyberattacks on healthcare organizations by 74% in 2022 from the previous year. Healthcare is currently the third most attacked global industry (1,463 attacks per week) behind government/military (1,661 attacks per week) and education/research (2,314 attacks per week.) And in the United States, Healthcare […]

Read More
CES 2023 crowd attendance
Top Trends at CES 2023 from Bosch, John Deere, and More
February 3, 2023

Top notch technology and top notch attendance secured CES 2023 its gold medal; to put it simply, this year’s CES was a huge success. The world’s largest and most prominent consumer electronics and technology exhibition, CES served its usual role as a testing ground for ground-breaking innovations across multiple verticals. From 5G to Web3, and […]

Read More
ACA health plans
Insurance Companies Should Weight the Growth Potential With Risks When Considering Offering ACA Plans
February 3, 2023

The 2023 open enrollment for ACA health plans saw a 13% increase over 2022. Melanie Musson, an insurance expert with USInsuranceAgents.com, says, “Insurance providers have an opportunity to enter or expand in this growing market, but they should practice caution.” The 2023 Open Enrollment Period (OEP) for Affordable Care Act (ACA) Marketplace health insurance plans […]

Read More