Studied by 2 peopleMoment of truth
The actual service encounter between a customer and an employee for the first time setting a first impression of the company and their services.
Reliability
the ability to perform the promise 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 with a request
Empathy
the caring individualized attention provided to a customer
Moment of truth
the actual service encounter between a customer and an employee for the first time setting a first impression of the company and their services
Communication skills
such as clear speech and literacy skills as service encounters will involve either face-to-face meeting or some other form of direct communication
Numeracy skills
most Jobs such as cashiers require math skills and ability to count money
Personal presentation
uniforms should be clean and freshly pressed, have a good personal hygiene and personal appearance with a good general grooming as customers will judge company based on this interaction
Language problems
such as accent, if one of the parties comes from a different part of the world
Prejudice
the sender may have already got preset views and is not prepared to listen
Cultural differences
the receiver may receive the message correctly worded but due to cultural differences take the message to have a different meaning
Complexity
if message is too long or too technical
Computer reservation system, CRS
used globally within the travel industry to book a range of travel products such as flights, hotels, car hire
Brochures
small, easy to store, and provide all information needed quickly to the targeted customer
Internet
reaches a wide customer base and is the cheapest and quickest of all available promotional methods
In-house methods
such as TV adverts, newsletters, information sheets and word of mouth
Reliability
The ability to perform the promise 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 with a request.
Empathy
The caring individualized attention provided to a customer.
Procedures for handling complaints
Listen, apologize, never argue, and find a solution.
Skills required when working in travel and tourism industry
Communication skills, numeracy skills, and personal presentation.
Problems in customer service
Language problems: such as accent. Prejudice: the sender may have already got preset views. Cultural differences: the receiver may receive the message in a wrong way Complexity: if message is too long or too technical.
Computer reservation system, CRS
Used globally within the travel industry to book a range of travel products such as flights, hotels, car hire. also known as global distribution system or GDS.
Promotional methods used by employees
Brochures: small, easy to store. Internet: reaches a wide customer base and is the cheapest. In-house methods: such as TV adverts, newsletters.
Note
Flashcard