The tourism industry is people-oriented, meaning there is high contact with consumers/customers. The service providers (people in the organization) create and render services to other people (customers). Creating outstanding customer service implies the ability of service providers to exceed customer’s expectations. So if your customer expects you to be friendly, you might find a way to go beyond that by making your services more personal, and that is a ‘wow’ factor experience which is desirable by customers, but it has to come from the willingness of outstanding and competent personnel to customers.
How then can service providers create a desirable experience for customers? A desirable experience can be built when service providers are customer-driven and customer-focused which will bring about Total Customer Satisfaction. Satisfied customers are recognized as one of the company’s major stakeholders, also they make the difference irrespective of capital investments on assets, so they need to be taken care of.
Conversely, customers love where they will be pampered. The act of pampering must be performed not only with smiles, but with a high level of sensitivity to responding to different situations and customers. Furthermore, understanding positive customer relationships is important to know and practice. Every service provider must develop a positive view towards the customers.
How to create effective customer service
The following are some of the basic requirements from the inexhaustible lists of effecting customer service:
- Be presentable:
This factor cannot be overemphasized. Customers take in one’s appearance at the first meeting. The way a service provider dresses depicts a lot to customers. Proper dressing and grooming of service providers can endear customers to the company. If service providers cannot take care of themselves, they cannot afford to care for others.
- Let the customer know he/she is important:
Imagine calling a customer by his/her name, the warm smiles displayed on his/her face will be immeasurable which can cause multiple referrals. The act of recognition makes the customer feel important because service providers see hundred of customers but each customer only sees service providers. Therefore, service providers should attempt as much as they can to imprint customer’s profiles in their consciousness.
- Be attentive and listen:
It is not enough to sit passively while the customer talks. As a service provider, it is further than nodding of the head. Listening with keen attention involves the mind for positive processing, then look for paths that could lead to problem-solving. Listening is a very important skill in customer service.
- Show empathy:
Try to put yourself in the customer’s shoes. Doing this allows you to appreciate customer’s problems. This act shows that you as a service provider can connect with and affirm a customer’s feelings, even if you are unable to solve the problem. This is another avenue to enhance the customer’s experience.
- Create a lasting impression:
A courteous act when rendering service to a customer (s) leaves a lasting impression on them. Remember, it is not all about smiles, rather it is the ability to sensibly go out of your way to satisfy customer’s needs and create a memorable imprint.
Quote: ‘’There’s only one boss – a customer, and he can fire everybody in the company from the Chairman on down, simply by spending his money somewhere else’’ – Sam Walton.
