customer service1

982 views

Published on

Published in: Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
982
On SlideShare
0
From Embeds
0
Number of Embeds
118
Actions
Shares
0
Downloads
44
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

customer service1

  1. 1. For hospitality CUSTOMER SERVICE
  2. 2. SUMMARY 1. DEFINITION OF CUSTOMER SERVICE 2. RULES AND TIPS FOR CUSTOMER SERVICE MANAGEMENT 3. TYPES OF CUSTOMERS 4. COMPLAINTS AND APOLOGIES 5. ASSESSING CUSTOMER SATISFACTION
  3. 3. 1. What is customer service: general definition Customer service is the sum of what an organization does to meet customer expectations and produce customer satisfaction. your organization should have systems in place to find out what customers expect of you and what would make them happy with the service you are providing.
  4. 4. Because….
  5. 5. There are many models of customer service but all agree that organizations should have clear answers to the following basic questions: 1. Do customers have a clear idea of the service they can expect from you? 2. Do you gather high quality information about your customers and what they want on a regular basis? 3. Can you be contacted easily? 4. Do you have competent and well trained staff? 5. Do you respond quickly to queries and requests? 6. Have you made it easy for customers to complain and make suggestions about the quality of your services? 7. Do you involve your customers in the development of products and services?
  6. 6. Customer service can be used as a framework to look at all aspects of your business: 1. Image and presentation 2. Promotion of services 3. Contact and communication with customers 4. Service delivery 5. Monitoring and improving services 6. Resolving customer problems 7. Customer relationship management
  7. 7. Key to customer service is getting all members of your organization to embrace it through training and development, at individual and team level. Creating a culture of customer satisfaction starts with effective management and leadership and having clear measures for customer satisfaction in all aspects of the business. This can be encouraged through: • Creating your own Customer Charter or Code of Practice • Benchmarking your activities against other organizations • Creating and monitoring specific measures of customer satisfaction (practice 1)
  8. 8. (practice 2)
  9. 9. http://www.tripadvisor.com/ http://www.travelpost.com/ http://www.holidaywatchdog.com/

×