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CUSTOMER SERVICE - Coggle Diagram
CUSTOMER SERVICE
The important of customer service
Introduction
b/c they depend on customer choosing their product and services
involve satisfying the different want and need of various customer ( familities, couples, bussiness, travel)
Good customer lead to
more guest and increase income
bussiness growth and positive reputation
repeat bussiness and good online review
Bad costomer lead to
fewer guest and poor repuatation
loss of money potential and staff reduction even bussiness closure
Delivery of customer service
Distintive CC & CS
Customer care: how customer should be served, set these standerd in customer care policies
Customer service: the actual act of serving customer
Key component of service delivery
CC policit: Guide staff on handing inquires, reservation, payment and complaint enusrue teamwork and consistent standard
Product Knowledge: must know thier product / service well to explain them effectively to cutomer
Handling Complaints: A clear procedure is vital, simple complain are handle by fronline staff while serious one are referred to senior colleague
Serving diffent type of ts
Cartering to Everyone's need by provide service for diverse ts
leisure and business
family with children and differnt gr
ts with specific needs (mobility, visual, hearing, language and cultural)
Meeting Specific need
mobility: ramp, lift, large toilet and acessible waiting arae
language/ culture: menus and sign in different language food option
visual./ hearing: braille signage and hearing loop can assit