Quality Customer Service

Objectives: To know the importance of Quality Customer Service and the impact it has on the survival of a business. Understand the importance of quality customer service in the survival of a business. Identify the reasons behind quality customer service. Understand the impact word-of-mouth has on a companys reputation. Define what a customer is. Differentiate satisfied and loyal customer. Identify different types of customers. Understand the inverse relationship between anger and logical thinking, in accordance to the training provided. Know the steps on how to handle customer complaints. Understand the importance of Positive Attitude.

defining

Quality Customer Service

The quality of service given to customers. The ability to constantly satisfy the needs of a companys internal (ex. Co-workers) and external customers (ex. Clients) Not just about satisfying customer alone, it is about delighting customers so that they will continue to do business with the company.

TOURISM CUSTOMER SERVICES

Providing Information

Giving advice
Receiving & passing on messages Keeping records Providing assistance Dealing with problems Dealing with dissatisfied customers Offering extra services

Reasons Why Customers

Leave
1% Die

3% Move
5% Seek alternatives or develop other relations

9% Begin doing business with the competition

14% Are dissatisfied with the product

68% Are upset with the treatment they received

Reasons Behind Quality

Customer Service
Growth in service providers in todays
Customers expect it It makes economic sense To the customer, you are the Company

Word-of-mouth
Common term to describe the act of passing verbal information from one person to the other.

The most powerful form of advertisement.

Customers more often than not tell other people of their experience with a certain product or company.

BENEFITS OF Q.C.S.
INCREASED SALES DELIGHTED LOYAL CUSTOMERS MORE CUSTOMERS THROUGH REPEAT BUSINESS & RECOMMENDATIONS GREAT (PUBLIC) IMAGE AN EDGE OVER COMPETITION

The CUSTOMER

CUSTOMER
THE MOST IMPORTANT PERSON IN THE ORGANIZATION

IS DEPENDENT ON US --- WE ARE DEPENDENT ON HIM

Is not an interruption of work he is the purpose of it. We are not doing him a favor by serving him he is doing us a favor by giving us the opportunity to do so.
Is not a cold static he is flesh & blood; a human being with feelings & emotions like our own, & with biases & prejudices

Is not someone to argue or match wits with. Nobody ever won an argument with a customer
Is a person who brings us his wants & needs. It is our duty & job to handle them in a way that profits both him & ourselves

Facts about Customers:

A typical dissatisfied customer will tell around eight or ten people One in five will tell 20 It takes 12 positive incidents to make up for just ONE negative incident Seven out of ten will do business with you again if you solve the problem 95% will do business with you again if you solve it right away

Two Kinds of Customer

Satisfied Customer
Whose needs and expectations were met May or may not return to do business with the company again Feelings may be between neutral and good

Loyal Customer
Whose expectations were exceeded Felt delighted with the product and service Will usually help with the business through word-of-mouth advertising Will stay with the company even when there is new competition

Customer Loyalty Grid

Expected Unexpected

Unstated

Zone of SATISFACTION

Zone of DELIGHT

Stated

Zone of INDIFFERENCE

Zone of LOYALTY

Zone 1: Zone of Indifference (Unstated/Expected)

Customer expects his basic needs and wants to be fulfilled. Respect and courtesy are good examples of these expectations.

Zone 2: Zone of Satisfaction (Stated/Expected)

Customer tells the company what he wants and what he expects to happen.

Zone 3: Zone of Delight (Stated/Unexpected)

Customer asks for something but does not expect the company to carry this out.

Zone 4: Zone of Loyalty (Unstated/Unexpected)

The hardest zone to achieve since it requires not only satisfying the customer but going beyond the expectations.

Six Elements in QCS

1. Make a good (and lasting) impression 2. Show competence by listening to customers 3. Create personal relationships with your customers 4. Give customers more than what they expect 5. Resolve conflicts quickly 6. Thank people for their business and value their feedback

Personal Presentation
Dress Hygiene

Personality
Attitude

Behavior

TOURISM CUSTOMERS
Individuals Groups People from different ages People from different cultures Non-English speakers People with specific needs Ex. Sight & hearing impaired, wheelchair access, facilities for young children Business men & woman

Types of Customers

Meek Customers
Who do not say anything. Who give little or no verbal responses.

Procrastinators
Usually undecided and tend to put off decisions until the last minute. Prefer to cover all alternatives before making a decision.

Slow/Logic/Methodical Customers
Who are curious about the product and tend to ask a lot of questions before purchasing the product.

Rip-off Customers
Who always want something that they are not entitled to receive.

Opinionated Customers
Who act as if they know everything about you, your company and your services.

Inverse Relationship Between Anger and Logical Thinking

90

Logical Thinking/ Ability to Reason

80 70 60 50 40 30 20 10 0 20 40 60 80 Anger of the Customer

ANGER

Steps in Handling Customer Complaint

Step 1: Let the customer air his or her sentiments Step 2: Dont let negative feelings cloud your judgment towards the customer

Step 3: Empathize with the customer Step 4: Work actively to come up with a solution Step 5: Agree on the solution
Step 6: Make sure that what you promised to do gets done

Positive Attitude
Helpful state of mind or a feeling regarding a situation or fact.
A person with positive attitude has the ability to find opportunities regardless of the situation. This kind of attitude sees every problem as an opportunity to serve customers.