2. Today we will look at…
Warm up
Learning outcomes
Workbooks
Course Outline
Assessments
Recap
3. Learning Outcomes
KNOWLEDGE REQUIREMENTS
1. Describe the key principles of the customer service process
2. Describe the principles of a customer service strategy
3. Identify and evaluate the costs and benefits of a customer service strategy
4. Describe customer service systems
5. Identify staffing issues affecting the provision of effective customer service
6. Identify issues related to assessment of customer service quality
PRACTICAL COMPETENCES
1. Prepare a report explaining the key principles of managing the customer service process in tourism organisations.
2. Explain the importance of customer service.
3. Describe the principles of a customer service strategy.
4. Identify and evaluate the costs and benefits of a customer service strategy.
5. Describe customer service system.
6. State the impacts of systems on customer service.
7. Identify staffing issues affecting the provision of effective customer service.
8. Identify issues related to assessment of customer service quality.
4. LESSON DATE CONTENT WEIGHTING
1 24JUL Welcome
Introduction – Strategic Customer Service
Customer Service recap
2 31JUL Key principles of customer service
(Internal/External customers, Instant opportunities)
3 7AUG Key principles of customer service (Customer expectations, Relationship with marketing, Service quality)
4 14AUG Key principles of customer service
(Customer referrals, Customer segmentation, Importance of customer service)
5 21AUG Principles of a customer service strategy 30%
(Customer orientation, Value analysis, Differentiation from competitors, Exceeding customer expectations)
ASSIGNMENT ONE DUE: 24AUG @5PM Via MOODLE
6 28AUG Time given to interview manager of tourism operation for Assignment Two
7 04SEP Principles of a customer service strategy
(Empowering staff, Service culture)
Costs & Benefits of a customer service strategy
(Profitability of customer segments, Costs of service)
8 11SEP Costs & Benefits of a customer service strategy
(Systems impact, Monitoring & controlling quality, service recovery)
9 18SEP Customer Service systems 30%
(Strategic information systems, use of technology)
ASSIGNMENT TWO DUE: 21SEP @5PM Via MOODLE
10 25SEP Presentations
MID SEMESTER BREAK 01 October to 14 October 2012
11 16OCT Customer service systems (Supporting the customer)
Staffing issues (Recruitment selection)
12 23OCT Staffing issues (Effective communications, Product/service knowledge)
Assessment of customer service (Customer expectations)
13 30OCT Assessment of customer service
(Benchmarking quality, Statistical control charts, Setting service standards)
14 06NOV Final Test Revision
15 13NOV FINAL TEST: in-class 10am to 12pm 40%
04DEC CITY AND GUILDS EXAM
0930 – 1230
ROOM A1.06
6. “It takes 20 years to build a reputation and five
minutes to ruin it. If you think about that,
you’ll do things differently.” Warren Buffett
7.
8. Benchmarking…
Company A and Company B, both are supplying cellphones.
Company A, design cellphones WITHOUT camera function.
Company B, design cellphones WITH camera function.
.
If you were Company A, do you want to continue your business by selling
cellphones without camera or not?
You didn't earn anything but just see Company B sales and they have increased
their business day by day because YOU DIDN'T SELL CAMERA PHONES!
9. Then you do benchmarking in order to gain your business again.
You do benchmarking to improve your business.
You do benchmarking to set a point to win business.
You use benchmarking as a guidelines and reference point.
Once you make benchmarking you need to process and take action to
improve.
So, Company B design the camera phone 2MP then Company A design
camera phone with 5MP!
Who wins now?
So, benchmarking is just like a process of improvement.
Editor's Notes
Give out quiz for students to work in groups… 5 mins… ensure to agree and reason for the correctanswersRecap on a few terms that we used in year 1 of cs. Students to brainstorm in their groups as many of the terms as possible and create a paragraph of what they learnt last year.Present to the class = 20mins.Some terms…Types of customers – int/external etc…First ImpressionsPersonal Qualities…attitude, honesty, product knowledge etc Non verbal communication, body language etcMonitoring & evaluating customer serviceImportance of customer serviceCustomer complaintsStaff : training/appearance
is it real? How could we change the tourism industry with excellent customer service…Comeup with a few retailers/operators and as a class discuss how they could taxi terry their companies service levels.What would the result of improving cs levels do for a business? If you don’t improve???
So in this modern days, people wants cellphones with camera or not? Want right? "YES I WANT!"In this case, Company B get more business than Company A
Ensure that students are aware of the goal of the assignments- post presentations we can benchmark the quality/level of customer service for the local tourism industry,
