In whatever area of the travel and tourism industry you decide to work, a good standard of customer service will be expected. This article describes some of the main aspects of good customer service, as well as giving tips on how to deal with different issues.
We have all experienced customer service at some time, maybe in a shop or a restaurant. In your opinion, what do you think contributes to good customer service? Think of a time when you received good customer service. Consider what it was that made it “good”. It may be things like friendliness, helpfulness or attentiveness.
Aspects of Good Customer Service:
Body language
There are two types of communication: verbal and non verbal. Non verbal communication is expressed through our body language. We communicate in the way we use our body. Facial expressions and gestures can be the difference between good and bad customer service. The body language we use can give out a message without us even opening our mouth! Eye contact, in particular, is important when dealing with customers. Good eye contact shows customers that they have your full attention; this will make customers feel valued.
Active listening is a particular way of showing customers that you are genuinely listening to them and that you are paying attention to what they are telling you. This is a learnt skill and needs practice, because active listening requires you to:
· Nod your head
· Repeat the main points
· Ask questions
· Make notes
Meeting the Customer’s Needs
In order to provide good customer care, it is vital to ensure that the customer receives the product and service that is suitable to meet their needs. To establish what their needs are, you will need to communicate effectively. But remember, good communication is not about talking, it’s about listening. As a Travel and Tourism professional, being able to ask appropriate questions to ensure that the customer gets everything they want and need is vital. Asking “open questions” is the best way to gain information from your customer. Open questions are ones that don’t result in just yes or no answers. Open questions are the types that manage to get as much information as possible from the customer. They tend to begin with one of the 4 Ws;
· When?
· Where?
· What?
· Why?
Always Use Appropriate Language
When communicating with the customer, appropriate language must always be used. Never use slang words or swear words; this is unprofessional and will probably result in customer complaints. When communicating with customers, always be aware of the tone of your voice. This is vital if you are dealing with a complaint, for example. An unenthusiastic, bored tone of voice will make the customer think you are uninterested and may lead to further customer unhappiness and a rather difficult situation for you!
Team work
Customer service can be improved by good team work. Whether you are working as cabin crew, a travel consultant, or a resort rep, there will be times when by working as a team you will achieve a better level of customer service. Colleagues can offer support when dealing with difficult situations. They can provide information when you are not sure of the answer or they can simply assist you with your duties when you are busy. A team that works well together gives a consistent and professional image to customers and helps promote a relaxed environment.
Dealing with complaints
No matter how hard you work to ensure customer satisfaction, customer complaints are inevitable. Actively listen to the customer. Often the customer will become less aggressive if you let them get their complaint off their chest. By simply telling someone their complaint or concern will help them to calm down.
1. Keep a positive attitude. This is not always easy when you have someone complaining at you, but it is essential if the situation is to be resolved. Ensure you use positive body language, eye contact, facial expressions and gestures to show that you want to help the customer.
2. Keep the customer updated. When a flight is delayed, for example, passengers often say that the most annoying part is the fact that they were not kept informed of the situation. By keeping your customer informed of your progress, you are showing that you are dealing with the complaint and have not forgotten about them.
3. Try to take the customer to an area that is private. This will avoid other customers watching or even getting involved. This is not always easy if the complaint is on an aircraft.
Remember never to take the complaint personally. The grievance is with the organisation, not you personally. The customer is complaining to you because you represent the company at that particular moment.
This article has been put together by the distance learning organisation Start Learning who are experts in home study. If you want to find out more about IGCSE Travel & Tourism or many other distance learning courses please browse their website: http://www.start-learning.co.uk
A good way to find out more about IGCSE Travel & Tourism is to sign up for a distance learning course on the subject. By studying in your free time and pace, you can gain the necessary knowledge while tailoring it to suit your schedule.
Kerrana McAvoy
Academic Director – Start Learning
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