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BUS 541: Customer Service Excellence

Customer Service Excellence

Question

The European Hospitality Sector makes a major contribution to the overall European economy. Its contributions is as follows:

1. 16.6 million jobs (1 in every 13 jobs is provided by the sector)

2. The total output is €1.0tn (8.1% of the total)

1. What is Customer Service Excellence?
2. Why is customer service excellence so important

Main body:

1. Role of service provider in tourism
2. The role and importance of the internet in contemporary tourism in travel agencies business.
3.Customer Service Excellence (description)
4. Customer expectations (real vs imagined) and preferences
5. Expectations and preferences of providers

Conclusion:

1. Key points (output)
2. Bibliography

Introduction

1. What is Customer Service Excellence?
Definition: The degree of assistance and courtesy granted those who patronize a business.

Excellent customer service is more than what you say or do for your customers. It also means giving customers a chance to make their feelings known. Here are some suggestions for finding out what your customers want--and what they think about your customer service:

· Attend trade shows and industry events that are important to your customers. You'll find out what the competition is doing and what kinds of products and services customers are looking for.

· Nurture a human bond, as well as a business one, with customers and prospects. Take them out to lunch, dinner, a ballgame or the opera. In a relaxed social atmosphere, you'll learn the secrets that will allow you to go above and beyond your competition.

· Stay abreast of trends; then respond to them. Read industry trade publications, be active in trade organizations, and pay attention to what your customers are doing.

· Ask for feedback. Survey your customers regularly to find out how you're doing. Send postage-paid questionnaire cards or letters, call them on the phone, or set up focus groups. Ask for suggestions and then fix the trouble areas revealed.

Whatever you do, don't rest on your laurels. Regularly evaluate your product or service to be sure it's still priced, packaged and delivered correctly.