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Customer Service Powerpoint

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Customer Service Powerpoint

  1. 1. Customer service
  2. 2. What is customer service. <ul><li>In travel and tourism providing customer service is not just about meeting customer expectations it is about exceeding them. </li></ul><ul><li>This is due to the amount of competition in the industry. </li></ul>
  3. 3. Importance of customer service <ul><li>Customer loyalty </li></ul><ul><li>Competitive edge </li></ul><ul><li>Cost to company </li></ul><ul><li>Happy customers </li></ul>
  4. 4. Principles of customer service
  5. 5. First impressions <ul><li>It takes ten seconds for a customer to form their first impression of an organisation be it good or bad. </li></ul><ul><li>Therefore it is vital that businesses do everything to ensure that they get it right from the beginning. </li></ul><ul><li>First impressions count! Visitors to the NMM see tidy grounds, </li></ul><ul><li>clear notices and </li></ul><ul><li>well-maintained </li></ul><ul><li>historic buildings. </li></ul>
  6. 6. Speed and accuracy of service <ul><li>It is vital that you know about the products and services you as organisation are offering to your customers. </li></ul><ul><li>I.e. travel agents should have a broad knowledge on the destinations available </li></ul><ul><li>Tourism information centres should know about the different attractions in the area, opening times, location, prices etc. </li></ul><ul><li>All these will help you provide speedy accurate service </li></ul>
  7. 7. Company image <ul><li>In order to attract customers organisations need to have developed a good image in its customers eyes. </li></ul>
  8. 8. Customer service policies <ul><li>Most companies will have a customer service policy in place. </li></ul><ul><li>This proves to customers that they are dedicated to ensuring that customer needs are being met. </li></ul><ul><li>Also it ensures that staff in the organisation are all working towards the same target. </li></ul>
  9. 9. Teamwork/ Effective communication <ul><li>Customer service does not just work at one level in an organisation it is through out it. </li></ul><ul><li>i.e. hotels (restaurants, reception, room quality) </li></ul><ul><li>Attractions ( creating good </li></ul><ul><li> image, amenities etc) </li></ul>
  10. 10. Meeting customer needs <ul><li>In each of the sectors of the industry there is a wide range of organisations out to meet the needs of customers. </li></ul><ul><li>Ensuring that these needs are met is key to the success. </li></ul><ul><li>Through good customer service these needs can be met. </li></ul>
  11. 11. Mission statements <ul><li>Mission statement are developed by organisations. </li></ul><ul><li>They describe the companies purpose, strategy, standards of behaviour and value. </li></ul><ul><li>It gives a company a specific aim to achieve. </li></ul><ul><li>‘ To grow a profitable airline which people love to fly and where people love to work.’ ( Virgin Atlantic ) </li></ul>

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