Customer Service Y12/T3

Cert II Tourism

​

​Customer Service

Customer Service

Understanding Personalised Customer Service

Personalised customer service involves tailoring interactions and support to meet each individual’s specific needs and preferences. It’s like having a friendly barista who remembers your favourite coffee order and greets you by name when you walk into the café.

Multiple Choice

What is the most important aspect of customer service in the tourism industry?

• Speed

• Accuracy

• Personalisation

• Cost Effectiveness

Customer Service

Customer Service Skills

Good customer service is the quality and timely assistance provided by a business and its employees to the people who use or buy its products and services.

Customer Service

Customer Service Skills

Although customer service is often seen as a skill in and of itself, many associated skills support strong customer service abilities.

Customer Service

Customer Service Skills

Some important customer service skills include:-

Active listening
Technical Skills
Patience
Being Friendly
Attention to detail
Problem-Solving
Creativity
Emotional Intelligence

Customer Service

Customer Service Skills

Active listening:-
A communication skill that involves going beyond simply hearing the words that another person speaks. It's about actively processing and seeking to understand the meaning and intent behind them.

Multiple Choice

Which of the following is NOT a key skill for a customer service representative in the travel industry?

• Patience

• Artistic Talent

• Active Listening

• Being Friendly

Multiple Choice

What is the purpose of active listening in customer service?

• To reduce call duration

• To understand the customer’s needs better

• To avoid conflict

• To increase sales

Customer Service

24/7 Customer Support

Customers have said it loud and clear - to create more customer satisfaction, they want more from the companies they buy from. 

Customer Service

24/7 Customer Support

Customers want instant service day and night, regardless of the cost of the product or service they're buying. 

Customer Service

24/7 Customer Support

They want customer service that's quick, easy, and effective. They want the option to communicate over whatever channel they choose and don't want to repeat the same information repeatedly. 

Multiple Choice

What is the primary benefit of offering 24/7 customer support in the travel industry?

• Reduces staff workload

• Increases customer satisfaction

• Reduces operational costs

• Enhances brand image

Customer Service

Handling difficult situations

Sometimes, it can be useful to simply ask the customer what they need. For example, you could say, "What do I need to do to make this better for you?"

Customer Service

Handling difficult situations

This can help you get straight to satisfactory solutions, and focusing on solutions will give you a better chance of resolving the situation quickly.

Multiple Choice

How should a customer service agent handle a situation where a client’s flight has been cancelled?

• Blame the airline

• Offer alternatives and solutions

• Ignore the complaint

• Refer the client to a supervisor

Customer Service

Difficult Customers

No matter how extraordinary a service you provide, it’s important to remember that you can’t please everyone every time.

Customer Service

Difficult Customers

Whether it’s a customer with heightened expectations, or an otherwise lovely person who happens to be having a rough day, you will inevitably encounter customers who are difficult to satisfy.

Customer Service

Difficult Customers

For the most part, customers are never mad at someone in your team but the situation. Your team needs to understand this and constantly remind themselves of it—even if it means taking a step back to regain composure during the heat of the moment. 

Multiple Choice

How should a customer service representative handle a difficult customer?

• Interrupt them to resolve the issue quickly

• Remain calm and listen carefully

• Refer the customer to another department immediately

• End the conversation as soon as possible

Customer Service

Customer Expectations

Understanding how customer satisfaction and customer expectation link is crucial for businesses in the tourism industry.

Customer Service

Customer Expectations

Customer expectations are a set of ideas about a service, brand, or product that people set in their minds. Seeing an ad, past experiences with your company, or even viewing content on social media can all influence a customer’s expectations.

Multiple Choice

Which of the following is an example of exceeding customer expectations?

• Providing a standard service

• Offering a discount after a complaint

• Sending a follow up email after the trip

• Answering a query within 24 hours

Customer Service

What is Empathy?

Empathy means the ability to share someone else's feelings or experiences by imagining what it would be like to be in that person's situation.

Customer Service

What is Empathy?

Empathy in customer service is important because you need to understand your customers’ thoughts and emotions. Empathy allows companies to communicate more effectively with their customers by filling gaps in understanding.

Multiple Choice

What role does empathy play in customer service?

• It helps solve technical issues

• It allows agents to connect emotionally with customers

• It increases the speed of service

• It reduces the need for follow up calls

Customer Service

Feedback

Customer feedback is information customers share with you about their experience with your products or services and any interaction they’ve had with your company.

Customer Service

Feedback

Some ways to get feedback from customers:
Send follow-up emails or surveys after you have provided a service to a customer and ask for their feedback.
Offer incentives for providing feedback.
Create paper feedback cards.

Multiple Choice

What is an effective way to gather feedback from customers?

• Ask the local butcher if he has heard anything

• Visit them at their home

• Wait for a customer to call and complain

• Send out surveys after service delivery

Multiple Choice

What should a customer service representative do if they do not know the answer to a customer’s question?

• Guess the answer

• Refer the customer to another representative

• Apologise and promise to find the answer

• Ignore the question

Open Ended

Why do think follow up is important after providing a service in the travel industry?