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right today we are going to talk about customer service in the reason industry and this will be the last topic for our summer class these are the topics that we will be battling so what is the quality customer service we will also talk about the key challenges and benefits to employers as well as the benefits to the employees in doing training about customer service and then we will also talk about customer orientation and then how do we recover from service failure right so the tourism product is unique and is composed of both tangible and intangible products tangible products are those physical items like food that we eat the room that we stay the plane that we write and many more while we are in trouble the intangible products on the other hand are those things that goes beyond physical nature like the service that the reason workers provide to the theorists like the interpretation of the tour guide while on tour as well as the service of a travel agent while developing a travel package for a client so this is why you need to talk about customer service or customer service as part of the course as this play a vital role in industry so now let's define quality or customer service so quality customer service simple it's an experience of customers of being or feeling valued or heard so there is a difference between just doing your job as a service provider and going extra mile by showing that you care about the customer and this can be I mean customer service can be one of the best reason why you guests may prefer one provider over another so example like you know Adele although this hotel a is pricey compared to with lb one would choose Hotel a no matter what the price is because of their service so when we talk of service the point here is customer satisfaction so as a customer why would I pay for a service that does not really satisfied for what I have paid for now it is critical factor for the reasons I access both as a means of some satisfying many customer expectations as a way to achieve business profitability so this is one way to really gain money or profit for the business now granola was without the research made a study which suggests that yes it is fashion is heavily influenced by service factors like employee attitude so this is how to weigh the employees deal with their customers especially if there are complaints and the pacing and order of the pacing an order of service provided so we are talking about time here the time is called for both customer and a company so it's you or it's only fair that the customer needs must be delivered timely or if possible ahead of the expected time like when a customer ordered food and it will take about 20 minutes for it to be served and having it served before the expected time that would be God that would lead to a very good service which implies customer satisfaction so another thing is that they found that the greater declined satisfaction the higher the revenues for a given less Pathology business this is evident because once the customer is satisfied then it is very likely that he or she will come back plus the word of mouth which means the customer will share a testimony of his or her great customer experience to others igniting a curiosity for others to actually try out your business and then service matters than the price which is absolutely true for customers don't mind paying for higher price in exchange for a quality service and then if your physical location were even though your physical location for your business is far or remote chances are people will still be patronizing your because for the quality of service that we offer again the key here is customer satisfaction for what they think now in customer service there is this concept of total quality in which business includes all employees from the management to front level in the goal of increasing customer satisfaction by the process of continuous learning how can we make this work or how can this be it involves examining all encounters and points of interaction with the guests to identify points of improvement example of this is through feedback sheets that a customer may fill out upon checkout or perhaps most of those would put evaluation sheets at each room in case customer wants to share your suggestions and then they can just wrap it in a suggestion box or be given to a hotel staff now the concept of total quality management or DQM in tourism and hospitality is a process by which service expectations are created by the entire team so meaning all employees from management to different liners with a collaborative effort so everybody plays a role in helping each other through the process in providing greater quality customer service however there are key challenges but also benefits to employers one of which is that they have a hard time justifying the time and expense for training especially the threesome can be seasoned up now training your employees can take really time and would actually cost a lot however there are many benefits of training and then perhaps even though training the benefits of training are intangible so it would be difficult to measure but it's evident that the return of investment is actually high for example employee competence and job satisfaction are not always easily assessed but can be improved or but can improve productivity and organizational profitability so number seven what are the benefits - I mean there are numerous benefits that training can serve the employee so one is it can improve skills and attitude towards serving us around so second it can improve communication skills so in both verbal and nonverbal aspect communication is what made customers shirt as possible and mastering the art of communication is the key to quality customer service third would be better understanding of workplace practices knowing the process makes it possible to effectively do the job and then fourth when employees know the process in the workplace they become confident in dealing with customers thus increasing their morale or self esteem then when they are able to do the job well they will have self and work satisfaction there is also an increase and increase in participation when they feel that they are part of the team and having training there is an opportunity for them to advance in their career employees as well employees as well have more interest and a willingness to participate in further or training for they will see the benefit of them so and lastly they know to process well or when they know to process well they have more independence and there is lesser need for a manager to oversee the operation so those are the benefits of getting boyens in training but no matter how we train our employee in customer service they need to practice this concept which is customer orientation so what is this all about so ing to Kim 2008 it is the set of active activities behaviors and beliefs that place high priorities on customers and interest and continuously create superior customer value so it is basically in a business approach in which a company solves the for the customer first it's all about focusing on helping customer meet their goals where customers meet their goals essentially the needs and wants of the customer are so again the the customer or the needs and ones that the customer are valued over the needs of the business so even if employees are really good and they have positive attributes it may not ensure positive customer engagement unless they are actually trained to put the needs of the customers first and under the customer organization approach we have the concept of servqual model so it's basically the fiber it contains the five dimensions of service so the stool has five dimensions again surfers is reliability it refers to there are consistency in the quality of service consistency is important whether what kind of customer you are dealing with may it be wealthy or not and then second is assurance when employees know that they are doing or what they are doing they sued confidence and this will lead to customers trust and that they will be delivered quality service third is tangible or intangible it refers to the physical equipment which play an important role in delivering customer service so we see to it that they function well and that they have high quality because it will create an ambience of comfort to the customer also part of this dimension is the appearance of the staff they don't have to be handsome or beautiful they just have to be pleasing to see and they must look or smell clean fourth is empathy which means or which refers to individualizing the service ing to the customer simply because customers have different wants and needs so we seated that those ones are answered and last dimension is their responsiveness which refers to staff's willingness to deliver five a service satisfaction can be tried or can be driven by the promptness in delivering the service nobody wants a lousy service but so far we've explored the reasons good customer service is critical to our industry and we can the circle to find the mention of serve well can be act can be turned into an acronym which is great third so we now understand a basic or the customer might expect from an organization so here in a here is an example of an extending service so Tamara to recoat of Sydney Airport Travelodge was nominated after she came in to work on her day off after hearing that hundreds of travelers had been stranded after a bomb threat led to the cancellation of very trips from nearby swore Spang reporting for duty she helped coordinate or accommodations for these travelers looking beyond the hotel which was full to the homes of co-workers and Friends her compassion and swift actions helped turned a negative experience for these guests into a moment of truth about the visiting British Columbia so so what happened here is that the Mara has fun next four-mile although it was her day off she still came help the travelers to find accommodation of course her day off but again she still chose to be there for those travelers who were stranded so it's going that's one example of going extra mile their work but no matter how we tend to actually be cautious in delivering our service oftentimes we're not really oftentimes sometimes we still experience situations where our business have complaints probably because the service does not meet or did not meet customer expectations so to answer this there is this concept of service recovery this is when a customer service professional takes action resulting to customer satisfaction after failure it is worth noting that failure can be a result of an error made by another employee by the guests or a technical error an example would be that I guess requests at a smoking room but was assigned in a non-smoking room and when he smoked it was told that he wasn't allowed to and during but then during his reservation he made sure that he requested for smoking room so this is certainly an inconvenience to the guests so what would you do being the one who faced such concern probably one of the a ideal solution is to assign the guest into a non smoker or into a smoking room for him to be able to smoke inside the room now I wanted to disappointed what do you disappointed customers one so number one is an empathetic ear someone needs to or who listens and that's just here and some customer would just like to voice out their frustration and then they need someone to listen but at the same time acknowledge how they felt another thing would be an apology after hearing their complaints in some cases of an apology is actually just enough then third the song they want a solution of course if they can see a problem or if they complain because something is wrong they want to be fixed or they want it to be fixed then fourth is a compensation or money some customers want to be compensated for all the troubles they have experienced during their search ensuring the service delivery but it's not the case all the time the fifth they want to follow up some customers are that concerned that whatever she has experienced bad will not happen to another or are their customers and lastly they want reassurance or that feeling of security knowing that they are in good hands okay so in conclusion customer service is the most beneficial training topic in a number of surveys these skills are integral to customer satisfaction employee engagement or gas organizational performance and destination competitive or destinations competitive position ing to free mentoring 2011 and that employers can either commit to creating a learning organization or undermine their business depending on their invest or lack thereof in training essentially employers can't get out of training what they put into it often by attracting and retaining better more motivated employees ultimately this investment result in a better customer experience with improved levels of customer loyalty and organizational profitability and prudent employee saved employers so value investment in their training so that's all about customer service in tourism industry and if you have questions just feel free to comment below