The Principles of Customer Service Flashcards
What is excellent customer service?
Consistently exceeding expectations of customer rather than just meeting them
State 3-4points on what does customer service usually involved.
i) Providing information
ii) Giving advice
iii) Receiving and passing on messages
iv) Keeping records
v) Providing assistance
vi) Dealing with problems
vii) Dealing with dissatisfied customers
viii) Offering extra services
State 4 key dimension of customers wants and expectations and its definitions
1) Reliability -The ability to perform the promise services dependably and accurately
2) Responsiveness- The willingness to help customer and provide prompt service
3) Assurance- The knowledge and courtesy of employees and their ability to convey trust and confidence in dealing with a request.
4) Empathy- The carrying individualize attention provided to the customer
What is customer service policy?
The aim of the policy is to make an organisation’s customers feel satisfied and valued so that they will want to return again
What is the “Moment of Truth” ?
Refers to every time a customer interacts with a travel and tourism organization and experiences any of its operational procedures
What are the 3 factors that combine the
effect to determine the quality of customers experience?
The nature of service task being performed and what it involves
ii) The service standards expected, both by the customers and the providers iii) The service delivery system for the task at hand.
Define customer satisfaction.
Affected by customer expectation about the service they will receive.
What is customer service procedure?
Routines and detailed steps an organisation uses to deliver its customer service
______________ specify what is to be done or said in producing excellent customer service
Operational standards
______________ designed to describe the action an individual employee needs to follow to perform a task competently. It specifies the _________ a particular service should be done or said
Competence standard, ‘how’
Define external customer
The ‘paying’ customers who actually buy or use an organisation’s products and services
List down the different types of external customers
Leisure customer
ii) Business customer iii) Customer with specific needs • Pregnant women • Visual impairment • Hearing impairment • Customer with mobility problem • Customer with cultural and language difference • Customer with dietary needs/religious • People with different ages • Groups
list down 3 ways which the waiter has met the needs of the groups?
i) Group seated together
ii) Table has been reserved
iii) Food services- ordering and delivering food
iv) Beverage services – ordering and delivering beverages
v) Groups placed at a window table
what are the need of business customers?
i) 24hours availability accommodation and food
ii) Facilities which allow them to continue working
iii) Airport lounges – which offer a place to work and relax
iv) Wi-Fi – to enable business people to their work
v) Cabin environment – offers comfort and privacy to work and relax
vi) Priority boarding/fast track – allows business customers to board quickly and avoid unnecessary queuing.
What are the needs of these customers with specific needs: Pregnant women People with children Dietary restrictions Disabilities
Pregnant women - help with carrying luggage
People with children - priority check-in, storage of bulky items
Dietary restrictions:
Diabetes
coeliac disease (gluten-free foods)
allergies (nuts,shellfish or dairy products)
religious restrictions (Halal or Kosher foods only) and vegetarianism
Disabilities:
Wheelchair users (ramps and toilets)
People who are deaf (interpreter / sign language)
People with visual impairment (offer a guide/ companion)
What are the needs of people with language differences?
Using gestures- when pointing out directions
Using diagrams and pictures
Keeping various dictionaries available to translate key phrases and words.
Staff should learn a few simple phrases in some common language.
Define internal customers.
Members of staff within an organisation or outside suppliers who contribute towards to the service that is provided to external customers.
List down the different types of internal customers.
1) Colleagues
2) Management ad supervisors
3) Staff teams
4) Employees
5) Staff and other functional departments or organisation
6) Outside organisation
what are the 3 advantage to provide effective customer services and what does it lead to?
1) Lead to good working relationships between employees and supervisors – employee are more motivated to work efficiently.
2) High quality service to external customers – satisfied customers or repeat customers lead to increase sales and more revenues or income.
3) Better communication between different departments – work efficiently means no time and money wasted.
4) Better operational efficiency – leads to satisfied customers, positive feedback thus increase sales.
5) Happy and efficient workforce – loyal employees means low staff turnover.
6) Loyal employees - employees stay with the organisation and does not have to find workers to replace the workers (cut cost or more sales)
what are the needs of internal customers:
1) Clear communication between management and employees
2) Good communications between department
3) Training and development
4) Employees terms and conditions
5) Job prospects
what are the benefits for internal customers in providing good customer services? Give examples.
1) Discounts such as free meals or accommodation
2) Incentives such as ‘employee of the month’ awards or monetary awards
3) Profit sharing such as direct or indirect payment from the profitability of the company.
4) Bonus such as giving additional payment to their salary at the end of the year.
5) Free travel (for employee who works in airlines) such as free travel for employees and their families.
6) Incentive travel such as rewarded with a trip and the program is designed to recognize earners for their achievements
_____________________ such as _____________ and _______________ must have interpersonal skills as these are the skills that we used to interact or deal with others. They are the face of the organisation and first contact with the customers and responsible for first impression of the organisation.
1) Front line members of staff
2) Waiting staff
3) Receptionist
What are the customer service skills needed for receptionist or front desk agent to perform their tasks?
- Foreign language skills to deal with a wide range of international customers.
- Communication skills to inform guests of the organisation’s services and make recommendation
- Good administrative skills e,g, to handle reservations/check-in and check-out
- Numeracy skills to deal with cash and bills
- Health and safety skills to be able to deal with accidents and situations where guests are involved
- Technological skills in order to use hotel’s computer systems for bookings
- Selling skills eg. Promoting new products, packages, promotion and new items on the menu.
How to improve the delivery of customer service?
1) Staff training
2) Teamwork
3) Product knowledge
4) Monitoring and evaluation
