introduction to customer service
DESCRIPTION
TRANSCRIPT
Prepared by:Mazura bt Stapah@Salleh
Senior Lecturer,Tourism and Hospitality Department,
Politeknik Merlimau, MelakaMALAYSIA
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