Empower your business with management customer service for product quality

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welcome back to ferris tutorials in today's episode we'll be summing up the series that we have been looking at on a tourism unit 2 specifically module 1 content 5 where we were looking at customer service and service quality want to find out more stay tuned module one product development content five customer service and service quality and in today's episode we're going to look at service quality as a management concept now let us look in details at our focus points so we will be looking at service quality as a management concept we'll also explore how service excellence can be used as a strategic tool and also ways by which hospitality and tourism businesses can assess customer satisfaction now question why is quality customer service important what happens when a business loses customers can you tell think about it all right let us see if what you are thinking is indeed accurate now the lifeblood of any company is repeat businesses good so repeat businesses mean that we have customers coming back coming back again to enjoy the products and services so we may speak of customer loyalty good no expanding the customer base is vital this means companies not only have to attract new clients or customers but also must keep existing ones good now quality customer service is important for the businesses so that what they can have repeat visits and also they can attract new clients and new customers and also to keep their existing customers also quality service helps make this happen don't you agree now let us look at some methods of evaluating customer service how is it you can know that if you are uh in ch if you are a manager or the ceo of an establishment how is it you can know that quality service is being achieved what can you do right so we may speak of mystery shoppers and these are persons as we call them undercover detectives that's that goals are on into establishment whatever tourism business it may be to be mr shopper so they pretend like are regular regular uh customers they pretend like they're regular customers so that they can go in and purchase and also to assess the type of customer service is being given right so as you can see they may take videos they may take recordings or just some little jot ins right they may have secret cameras just set up to see what is exactly is happening within the establishment good so that is it from mystery shoppers to conducting research and in the form of customer service surveys interviews and also focus group is very important also receiving feedback refer getting good referrals from past customers good they can evaluate they can assess they can know that customer service is being they can evaluate the service that is being met right also repeat visits from existing customers may also show an indicator that service excellence is being achieved because would you want to go back to somewhere where you received bad um experience i guess not right increased customer loyalty so this person they keep coming back they came one time they came back and by time you know it they're coming back with friends also to tie in with customer loyalty we speak of positive word of mouth from customers good so getting good reviews it may be written reviews online maybe read a moat as these customers may tell their friends they may tell their families about the excellent service that they receive at this particular business and may want to encourage them to go and have the same service now let us look at service quality as a management concept so we speaking of total quality management and also iso 9000. now previously when we were doing standards and we look at the different types of standards we look at the iso that uh is in charge or that caters to the environment now this series the 19000 series what it is a set of international standards that relates to quality management and quality assurance developed to help companies effectively document the quality systems speaking of those procedures that are necessary for is for service excellence right so the quality system elements to be implemented to maintain efficient quality system and when we're talking about quality we're talking about what quality in terms of price promotion place good and also the product itself and customer service they are not specific to any one industry and can be applied to organization of any size right and that standard is the iso 9000 that is responsible for quality management of the iso 9000 can help a company satisfy its customers meet regulatory requirements and achieve continual improvements right and that is it is as it relates to the iso 9000 standards it's really it relates to quality management right now let us look at service excellence as a strategic tool now guys what do you think of when we're speaking of service excellence as a strategic tool so we're looking at it enables the survival of the business good you can gain competitive advantage increase profitability more customers more revenue more profit it enables sustainable growth so your business will last and also it aids in development and these key components are very important that is why it is important for us to understand how to deliver fantastic customer service and also to aim at service excellence which has to do with meeting and exceeding the needs the wants and expectations of customers right now ways by which hospitality and tourism business can assess customer satisfaction good so we're speaking of receiving good referrals from past customers repeat businesses from existing customers increased customer loyalty positive word of mouth from customers conducting research in the form of surveys interviews and focus groups now we're at the checkpoint you're should be able to you should be able to outline three ways by which hospitality and tourism businesses can assess customer satisfaction how is it they can know that customers are being satisfied so we may use the word assess or we may even say evaluate second explain three reasons one meeting and exceeding customer expectations is important to tourism business why is it important for us to meet those needs and to exceed those expectations of customers why we just spoke about spoke about it all right remember you can drop your comments or your concern in the comment section all right awesome you've made it to the end of the video don't forget to like subscribe and also share with persons who you know will find this video useful thank you for making it fairies tutorials