introduction to customer service

Prepared by:Mazura bt Stapah@Salleh

Senior Lecturer,Tourism and Hospitality Department,

Politeknik Merlimau, MelakaMALAYSIA

(mazura@pmm.edu.my)

Customer Service and Satisfaction

3

RECREATION

TRAVEL

TRADE

LODGING

CULINARY

MICE & EVENTS

TOURISM SERVICESATTRACTIONS

TRANSPORT

TOURISM TOURISM INDUSTRY INDUSTRY SECTORSSECTORS

HOTEL

RESORTS

BED & BREAKFAST

HOMESTAY

CAMP GROUND

CATERING

F&B SERVICES

KITCHEN OPERATIONS

RESTAURANT & BANQUET

BAKERY & PASTRY

PERFORMANCE ARTS CENTER & ARENA

HOTEL & RESORTS

CONVENTION CENTRES

EXPOSITION CENTERS

INDUSTRY GROUP

GOVERNMENT AGENCY

PERFORMING VISUAL ART

ENTERTAINMENT

HISTORICAL SITES

MUSEUMS & GALLERY

THEME-PARKS

AIR

RIVERS

RAIL

HIGHWAY

SNORKELING/SCUBA DIVING

CAMPING

SWIMMING

BIRDING & BIRD WATCHING

HIKING & TRACKING

GOLF

TRAVEL AGENCY

RETAIL

SHOPPING OUTLETS

Source : Competency Standard For Polytechnic Graduates (2010)

Anything we do for the customer that enhances the customer experience.

Service provider: - know the customer - know the customers’ expectation - gain the customers’ satisfaction

THE ENTRANCE SIGNAGE WELCOMING THE GUESTS. THE MAIN BUILDING

RECEPTIONIST WAITING SOFA BED

A LARGE SIZE ROOM THE LIVING ROOM

A FULLY EQUIP ROOMENJOYING THE COOLING

BREEZE

SWIMMING POOL ENTERTAIN THE KIDS

PLAYING ROOMS JOY RIDE

WELCOMING THE TOURIST SHORT BRIEF

HEADING TO THE STATION MAP READING

ATTRACTION AREA PRE-BRIEFING

INFO TICKET PRICE TICKET COUNTER

THE ENTRANCE REFRESHMENT

DISTRIBUTE THE INFO SHOWING THE WAY

MUSLIM PRAYER ROOM LEGO PLAYING ROOMS

OTHER SERVICES QUEUE TIME

PHOTO TIME PHOTO TIME

AGAIN, PHOTO TIME AGAIN THE PHOTO TIME

REGISTRATION MASTER OF CEREMONY

SEATING ARRANGEMENT THE KIDS

THE MENU ENTERTAINMENT

To give the customers complete and right information

To make them happy To make them satisfy Show the service provider’s

professionalism To ensure the customer’s safety and

health To ensure the customer’s comfortable

To give the customer’s new experience

To make them feel appreciated by the service provider

The will be less question been asked. To make the events or program run

smoothly

Increased sales and profitability Increased customer satisfaction Increased efficiency, accuracy and

attitude Reduced advertising cost Reduced complaint and handling cost = TOTAL CUSTOMER EXPERIENCE

The first feelings and thoughts a person has toward you when he sees you or listen to you for the first time.

Within the first few minutes. Influenced by the way you look, act,

dress and talk.

VISITORS INFORMATION CENTRE

CleanlinessCleanliness of the office, resort, kitchen, restaurant and etc. It will affect the customers’ safety and health

KnowledgeA knowledgeable tourism personnel will lead to the service quality that will be given later on. It also affect the professionalism and credibility of the personnel.

ProfessionalismInvolved the personnel dressing and grooming and it will show the personnel attitude and confidence level.

ConfidenceIt will lead to the quality service will be given in future. It also shows the personnel preparedness.

FriendlinessWill lead to the quality service that will be given in future. HelpfulnessWill lead to the quality service that will be given in future.

CourtesyIt will lead to the quality service that will be given in future.

CredibilityIt will lead to the quality service will be given in future and also the personnel professionalism.

lose the current dollars

lose jobs

lose of reputation

lose of future business

HAPPY WORKERS

HAPPY WORKPLACE

HAPPY CUSTOMERS

HAPPY BANK BALANCE

POTO TRAVEL, MALAYSIA

SHINE ACADEMY, MALAYSIA

SINGAPORE VISITORS INFORMATION CENTRE

POLITEKNIK MERLIMAU, MELAKA, MALAYSIA

LEGOLAND, MALAYSIA

FACULTY OF FORESTY, UNIVERSITI PUTRA MALAYSIA

AVILLION ADMIRAL COVE, PORT DICKSON, MALAYSIA

TOURISM AND HOSPITALITY DEPARTMENT, POLITEKNIK MERLIMAUMRS ROHAILA BINTI ABDUL RAZAK

MISS HANIS ALIAA BINTI RAMLEY

Harris, E. K. (2010). 5th ed. Customer Service: A Practical Approach. Pearson Education.

Lucas, W. Robert (2009). 4th ed. Customer Service: Skills for Success. Mc Graw Hill