Cus t o me r S
Excellence e rv i ce
in Travel
M a na g e me
nt
Prepared
By:
Ms. Mel Je
an Toledo
Customer service
• The support and assistance provided to
customers throughout their travel
experience.
• In travel and tourism providing customer
service is not just about meeting customer
expectations it is about exceeding them.
happy customer
Principles of good
customer service
Empathy
Active Listening
Effective communication
Speed and accuracy
Consistency
Principles of good customer service
Good customer service involves understanding and solving problems
Empathy
from the guest's perspective.
A communication technique that involves giving your full attention
Active Listening to the customer, understanding their needs, and responding
appropriately.
Effective The practice of conveying information clearly, politely, and
communication efficiently to build rapport and trust with customers
Speed is how quickly a customer request is handled, while accuracy
Speed and accuracy
is how well the customer's needs are met.
Refers to the ability of a company to provide a uniform,
Consistency reliable, and high-quality experience to its customers at
every touchpoint.
Principles of good
customer service
First impressions
Company image
Customer service policies
Teamwork
Meeting customer needs
Principles of good customer service
It takes ten seconds for a customer to form their first impression of
an organization be it good or bad. Therefore it is vital that
First impressions
businesses do everything to ensure that they get it right from the
beginning.
In order to attract customers organisations need to have developed
Company image
a good image in its customers eyes.
This proves to customers that they are dedicated to ensuring that
Customer service
customer needs are being met. Also it ensures that staff in the
policies
organization are all working towards the same target.
Customer service does not just work at one level in an organization
Teamwork it is through out it i.e. hotels (restaurants, reception, room quality),
attractions ( creating good image, amenities etc)
Meeting customer Ensuring that customer needs are met is key to the success.
needs Through good customer service these needs can be met.
Effective strategies
Handling Customer Inquiries and Complaints
Promptly recognizing a customer's issue is the
Acknowledge Concerns
first step in effective complaint resolution.
Provide Clear Solutions Offer clear, actionable solutions or alternatives.
After resolving an issue, follow up with the
Follow-Up
customer to ensure satisfaction.
Always remain calm and professional,
Maintain Professionalism
regardless of the customer's demeanor.
importance of
Relationships
Building Customer Relationships
• Personalized Communication: Use customer data to tailor
in the Travel Industry
communications, such as personalized travel recommendations
or special offers based on past interactions.
• Engagement through Social Media: Actively engage with
customers on social media platforms to build community and
respond to inquiries or complaints promptly, reinforcing brand
loyalty.
• Feedback Loops: Encourage customers to provide feedback
after their travel experiences, using this information to improve
services continually.
• Loyalty Programs: Implementing loyalty programs can
incentivize repeat business by rewarding customers for their
continued patronage, thus strengthening relationships over time
“Good service,
Happy customer”
thank you!
