tourism ph 2

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Customer Service forGovernment

Professionals

Ma. Gina S.M. Garcia

DEPARTMENT OF TOURISM

4 July 2013



1.Smile a lot

2. Control negative

emotions

3. Are grateful

4. Have many good

friends

Are you happy?



5. Have an adequateincome

6. Have respectable jobs

7. Have a purpose or

objective in their lives.



“ When you are happy at work, you’ll

never have to work another day.”



NEW ROAD FOR PHILIPPINE TOURISM

(2010-2016)

• The Department of Tourism

development plan indicates that

that tourism in the Philippines willnot only focus with our great

beaches and historical

landmarks, it will also include

product development and

improved services.



NEW ROAD FOR PHILIPPINE TOURISM

(2010-2016)

• Shopping and food tourism

will be enhanced. DoT is

positive for the outlook ofthe industry and ultimately

stated that the Philippines

has great potentials in

becoming a food hub in Asia, much like what

Vietnam and Thailand did.



• Shopping in the country

also showed hugepotentials in boosting

tourism as the country

houses some of the world's

biggest malls.

• Other tourism centers

being studied for high

potential are music,medical and sports

tourism.



• The victory of the UST Singersfor being crowned twice as theChoir of the World has alreadyhelped the country in attractingmusic students, specially thosefrom Europe.

• The world is now recognizingthe Philippines as a hub forsports learning (sports tourism) and culture as the country

positioned itself as one of thebest in the sports like boxing,billiards, chess and bowling.



• Medical tourism on the other handis already an established body in

the industry. But the DoT suggeststhat the medical tourism industrywill experience a great change andincreased exposure with the set of

programs they are planning.• But, as the department secretary

suggested, tourism is not just aboutnumbers and revenues.

• It's also about Quality, Value and aGreat Experience.



1. To feel welcomed

2. To be treated with

respect and courtesy

3. To be assisted

Tourist Expectations



4. To feel safe

5. To be given thefair treatment

6. To get proper help

Tourist Expectations



Customer Service Defined

“Activities which will

ensure touristsatisfaction by

addressing their

concerns”



Real Customer Service Defined

“The effort,

dedication andcommitment to

exceed

expectations”.



Who are your Customers?

External:

Individuals, Families,

Foreigners, Couples,

Groups



Who are your Customers?

Internal:

Suppliers, Supervisors and Co-workers



Importance of

Customer ServiceTOURISTS

Make

or

Break

a COUNTRY’s image.



Made Countries



International tourist arrivals by

country of origin in 2012

Rank CountryInternational

tourist arrivals

1 Korea 855.863

2 USA 687.069

3 Japan 286.995

4 China 254.364

5 Australia 184.985

6 Taiwan 156.458

7 Hong Kong 153.555

8 Singapore 151.887

9 Canada 116.243

10 United Kingdom 106.860



1.Highly regarded

2.Earn revenue for the

government.

3. Provide

Employment .

Made Countries



4. Manifest goodwill

5. Further providegood products and

services.

Made Countries



Broken CountriesCOUNTRY PRESENT CONDITIONS

1. IRAQ Kurds are hostile and venturing into the Sunni Triangle and going there is

like taking your life with your own hands.

2. AFGHANISTAN This country is one of the top most dangerous countries in the world. A

few years ago two Japanese teachers were killed after venturing into the

wild southern regions. Many parts of Afghanistan are falling back under the

sway of extremists.

3. SOMALIA They have no central government and that has been happening since

1991. Traveling there requires your own heavily armed guards.

4. SUDAN The ongoing tension with the government and rebels is what makes this

country one of the most dangerous. Not to mention the government backed

genocide. Murder and rapes are the two most common things that one can

face in Sudan especially if you are in the area of Darfur.

5. INDONESIA Not a dangerous country but there are so many elements of danger that it

made the top 10 list. A few years ago there was the Bali bombing and also

the Tsunami hitting. Journalists are usually the targeted people.



1. Stagnate anddeteriorate

2. Create unrest andunemployment

3. Displace families4. Add to Criminality

Broken Countries



EXCELLENT CUSTOMER SERVICE5-Step Procedure:

1. GREET

2. EYE CONTACT with a

SMILE

3. OFFER service

4. DO the service

5. THANK sincerely



HANDLING COMPLAINTS

5-Step Procedure:1. CLARIFY and LISTEN to the complaint

2. APOLOGIZE for the inconvenience

3. DO the service

4. FOLLOW-UP if service is acceptable

5. THANK sincerely



ACTIVITY II



The value of a man should be seen in

what he gives and no t in what he is able

to receive. Only a li fe l ived fo r o thers isa l i fe worth l iv ing . –

Albert Einstein



Thank you!

tourism ph 2

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