The Principles of Customer Service Flashcards
What are the two types of customers?
Internal and Extrenal customers
Why are customer’s services so important?
To make profit and to increase sales
What does customer service usually involved?
Customer service involved: • Providing info • Giving advice • Receiving and passing on messages • Keeping records • Providing assistance • Dealing with problems • Offering extra services
Who are the internal customers?
Internal customers are members of staff within an organization or an organization supplier who contributes towards the service provided to external customers.
Who are the external customers?
External customers are an organisation’s visitors or users
what are the benefits of good customer service?
Benefits of good customer service: • Satisfied customers • Repeat business/customer loyalty • Better reputation/public image • Competitive edge • Happier and more efficient employees
What are the consequences of poor customer service?
Consequences of poor customer service? • dissatisfied customers • Loss of income to the organisation • High staff turnover • Poor public image
Customer service refers to _____ r______ of an o______ ________ with its various clients.
Customer service refers to any repeat of an organisation dealing with its various clients.
What is ‘Moment of Truth’?
Moment of Truth refers to every time a customer interacts with a Travel and Tourism organisation and experiences any of its operational procedures.
Give 4 customer wants and expectations
Customers wants and expectations:
• Reliability – the ability to perform the promised service dependably and accurately.
• Responsiveness – the willingness to help customers and provide prompt service.
• Assurance – the knowledge and courtesy of employees and their ability to convey trust and confidence in dealing request.
• Empathy – the caring individualised attention provided to the customer.
Attitude of staff has a d____ impact on q_____ of s_____.
Attitude of a staff has a direct impact on quality of service
C______ s______ is affected by c____ e_____ about the service they will receive.
Customer satisfaction is affected by customer expectations about the service they will received.
Customer service procedures are the r____ and d____ s_____ an organisation uses to delivers its customer service.
Customer service procedures are the routines and detailed steps an organisation uses to deliver its customer service.
What are the types of external customers:
Types of external customers: • Individuals • Language differences • People with specific needs (e.g: wheelchair users, pregnant women) • People from different cultures • Business customers • Groups • People of different ages
Give 3 needs from Business Customers and people with specific needs.
Business customers’ needs:
• 24hours availability of accommodation and food
• Facilities which allow them to continue working
• Airport lounges
People with specific needs:
• Pregnant woman; Help with carrying luggage
• People with children; Priority check-in, storage of bulky items
• Disabilities: wheelchair users- friendly ramps and toilets
Give 3 types of internal customers?
- Colleagues
- Management and supervisors
- Staff teams
- Employees
- Staff on other functional departments or organisation
- Outside organisation
What are the advantages of providing effective customer service to internal customers?
- Good working relationship between employees and supervisors
- High quality service to external customers
- Better operational efficiency
- Happy and efficient workforce
- Loyal employees
What are the needs of internal customers?
- Good communication between department
- Clear communication between management and employees
- Training and development
How to improve customer delivery?
- Staff training
- Teamwork
- Product knowledge
- Monitoring and evaluation
What is benchmarking?
Benchmarking is
- understand and evaluate the current position of a business or organisation in relation to best practice.
- to identify areas and mean of performance improvement
- facilitate improved performance in critical functions within an organisation or inky areas of the business environment.
Give examples of informal feedback.
- Simple questioning of customers
2. informal feedback from staff management
Give examples of formal feedback.
- Observation
- Suggestion box
- Mystery shopper
- Focus groups
- Guest comments cards
