CUSTOMER CARE Flashcards
1
Q
What is customer feedback
A
process of getting info from tourists to measure if they are happy or unhappy
can be positive or negative, achieved through diff methods
2
Q
what is the purpose of obtaining customer feedback
A
important way for business to get honest opinion of its products or services and serves as a measure of overall success.
3
Q
advantages of customer feedback
A
identifies gaps in business
points out areas of improvement for staff
early warning system to manager
when customers feel valued they become loyal.
4
Q
list 6 methods of obtaining customer feedback
A
surveys/questionareaes feeback Cards follow up calls SMS web based response travel review sites
5
Q
how do you analyse customer feedback
A
- studied to determine level of satisfaction
- captured data can now be used to identify trends
- info can be presented as graphs or charts
- suitable actions plan must be developed
- communicate action plan
- implement necessary changes
- monitor situation closely to see if actions delievers desired results
6
Q
list 6 impacts of service delivered by an organization on its profitability
A
increased sales enhanced public image motivated staff members customer loyalty more effective employees reduced marketing costs
