1. Dr Sherry Abraham 11/14/12
University of Gondar
Department of Tourism Management
By
Dr. Sherry
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2. Dr Sherry Abraham 11/14/12
Customer service is the backbone
In any business
Good customer service today
does not just end with customer
satisfaction
BUT
WITH CUTOMER DELIGHT 2
3. Dr Sherry Abraham 11/14/12
The customer is the most important person in
the Tourism industry.
Without Customer we do not have business.
They select a place which they feel will provide
efficient service.
A satisfied customer is our best source of
advertisement
If our customer are delighted, they become our
repeat customer.
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4. Dr Sherry Abraham 11/14/12
Customer service is concerned
with generating customer
emotions or feeling of
happiness and surprise by the
way we meet and exceed their
expectation.
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5. Dr Sherry Abraham 11/14/12
Recognition ( for old customers),remembering names
Up- to- date information
Immediate action
Warm sincere welcome
Highly Knowledgeable staff
Full and undivided attention
Excellent interpersonal skills
Keeping up commitments and promises
Meeting and exceeding their expectations.
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6. Dr Sherry Abraham 11/14/12
Exceeding customer
expectations and surprising
them by going out of one’s
way to give that extra service
which gets “WOW” response
from the customer, is
achieving Customer
WOW!!
Delight
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7. Dr Sherry Abraham 11/14/12
To achieve this , you require
skills like
(customer service skills and technical skills)
Good Understanding
Art of getting along with people
Alertness
Refined Selling Techniques GOOD
Knowledge of Product
Knowledge of Competition PUBLIC
AND RELATIONS
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8. Dr Sherry Abraham 11/14/12
UNDERSTAND CUSTOMERS
NEEDS
WANTS
EXPECTATIONS
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9. Dr Sherry Abraham 11/14/12
CUSTOMER SERVICE < EXPECTATION BAD SERVICE
CUSTOMER SERVICE = EXPECTATION SATISFIED
SERVICE
CUSTOMER SERVICE >
EXPECTATION
CUSTOMER DELIGHT SERVICE
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10. Dr Sherry Abraham 11/14/12
Good grooming standard and personal hygiene
First Impressions
(visual, vocal, verbal)
Telephone skills
Product Knowledge
(Destination, Types of transport, various tour
packages, Principal suppliers)
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11. Dr Sherry Abraham 11/14/12
Brochures, Guides, Television and radio
news Bulletins programmes
Internet Posters and
Documentary Films Advertisement
News papers Statistics from the
tourism ministry
(reports, articles,
write up by travel Journals &
writers) magazines.
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12. Dr Sherry Abraham 11/14/12
Initial Contact Analyzing the
Building rapport information
Getting the initial Recommendation
information Overcoming
Identifying objections
customers need Getting the
commitment and
closing the sales
Follow up
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