Travel and Tourism

Unit 3: Customer care and working

procedures
 The basic customer service concepts:
Reliability: The ability to perform the promised
service dependably and accurately

Responsiveness: The willingness to help customer

and provide prompt service

Assurance: The ability to convey trust and

confidence in dealing with a request

Empathy : The caring and individualised attention

provided to the customer
Deal with customers and colleagues –
“the moment of truth”
Situations in which customer service is provided

o Providing information
o Giving advice
o Keeping records
o Dealing with problems
o Dealing with dissatisfied customers
 “The moment of truth”

• In customer service, the instance of contact

or interaction between a customer and a firm
(through a product, sales force, or visit) that
gives the customer an opportunity to form (or
change) an impression about the firm is called
the “The moment of truth”
The moment of truth