customer ...send ur opinion..@ohmikans@gmail.com

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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13. Dr Sherry Abraham 11/14/12
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