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Customer

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Customer

  1. 1. Dr Sherry Abraham 11/14/12 University of GondarDepartment of Tourism Management By Dr. Sherry 1
  2. 2. Dr Sherry Abraham 11/14/12Customer service is the backboneIn any business Good customer service today does not just end with customer satisfaction BUT WITH CUTOMER DELIGHT 2
  3. 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. 3
  4. 4. Dr Sherry Abraham 11/14/12Customer service is concernedwith generating customeremotions or feeling ofhappiness and surprise by theway we meet and exceed theirexpectation. 4
  5. 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. 5
  6. 6. Dr Sherry Abraham 11/14/12Exceeding customerexpectations and surprisingthem by going out of one’sway to give that extra servicewhich gets “WOW” responsefrom the customer, isachieving Customer WOW!!Delight 6
  7. 7. Dr Sherry Abraham 11/14/12To achieve this , you requireskills 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 PUBLICAND RELATIONS 7
  8. 8. Dr Sherry Abraham 11/14/12 UNDERSTAND CUSTOMERSNEEDS WANTSEXPECTATIONS 8
  9. 9. Dr Sherry Abraham 11/14/12CUSTOMER SERVICE < EXPECTATION BAD SERVICECUSTOMER SERVICE = EXPECTATION SATISFIEDSERVICECUSTOMER SERVICE >EXPECTATIONCUSTOMER DELIGHT SERVICE 9
  10. 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) 10
  11. 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. 11
  12. 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 12
  13. 13. Dr Sherry Abraham 11/14/12 13

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