Chapter 3: Customer Care and working procedures

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.

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.