Customer Skills

1.Characteristics of tourism service

 Intangibility
 Inseparability
 Variability
 Perish ability
 3.Skills for customer contact
 Greet the customer
 Read the Customer
 Match the Customer
 Neatness and orderliness
 Relax, Enjoy the Ride
 Saying Goodbye
 Charm School
 Two Ears - 1 Mouth
 Human skills
 Telephone skill
 Never let it keep on ringing, ask the first caller politely to hold while you deal with the other
caller
 Never let a long distance caller wait
 Answer promptly, don’t let call ring to late as this may create ‘’n negative image of the
business.
 Ask the callers name, write the persons name on a peas of paper and use it in the conversation.
This will make the client feel important and that you care about his call. It also helps calm
down angry callers.
 Listen, it is helpful to listen and it will cut out the risk of you asking him to repeat himself
 Communicate clearly, never answer the phone with just the word hallo. Speak clearly and hard
enough so that the client don’t have to ask you to repeat yourself.
 Apologise, if either you or the business made a mistake apologise. Don’t try and make
excuses.
 Smile, it might sound silly to smile while you talking to someone on the phone but smiling
alters your voice and it means that your voice will sound friendlier.
 Provide information to the customer where possible
 Screening of calls, it means where you only put through important call and take messages for
the rest.
 Communication skills
 Communication is intentional: a deliberate effort is
made to bring about an indented response.
 Communication is a transaction: messages is
exchanged based on the motivations based on the
motivation of all participants in expectation of mutual
response
 Communication is symbolic: symbols are
deliberately created and used to cause another part to
focus on the object or person represented by that
symbol.
 Maintain a quality service
 Providing quality services to a certain standard
 Agreement on mission, goal and objectives of the Company
 Keep up with the trends in the tourism market by doing research.
 Motivation of employees by providing incentives for good work. That will
keep them providing a quality service to the consumers.
 To send employees on courses to develop there skill to provide good
quality services.
 Attending customer complaints and to fix the problem
 Working together in the company to provide good quality services
 Provide the consumers with information about tourism destinations and
hospitality services.
 Profesiolism in the work place
 Provide value for money tour packages.
 Mistakes that should be avoided
 Provide the wrong information to clients; giving clients wrong prices on accommodation and
facilities and when they arrive it is môre expensive.
 Being rood to clients; when clients need help or ask you a question help them in a positive
attitude.
 To let the client wait; when clients arrive at the destination or at the hospitality destination
help them as soon and as quick as possible.
 To accuse the client; if you or the client did something wrong, accept responsibility even if the
client is wrong
 Making wrong bookings for clients; make sure when the client book that you book him in the
correct room and under his specifications.
 Making reservations for clients and when they arrive they don’t have a room.
 Poor quality services; providing services that is not up to standerd according to the business
ethics.
 Making wrong reservations
 Don’t make promises you can not keep; if you tell the client something make sure that you can
keep your word and and provide them with what you told them.
 Do not get emotional; stay calm and relax when you involved with a client.
 Do not get angry at the customer; stay friendly at all times when talking to the customer.
 Do not raise your voice; speak to the client in a proper way.