Flashcards
customer care and working procedures
Cards in this deck (16)
- 1definition of moment of truthEvery time a customer interacts with a travel and tourism organization and experiences any of the operational procedures.
- 2what are the customer service standardsOperational standards: to specify what has to be done or said
Competence standards: used to describe the action an individual needs to follow to perform a task competently - 3why is it important to follow customer care policiesbecause without it many businesses would’ve failed. It is also important because it describes the organization’s strategy for looking after customers
- 4what are the features of bad service- Bad attitude
- Showing that you don't care
- Negative language
- Not bothering to do their job
- Getting mad or bored easily - 5what are the features of good service- Good posture
- Good facial expressions
- Patience
- Positive language/attitude
- Good communications.
- Patience - 6what are customersAny person or organization which approaches a business with a need or requirement that they want satisfied.
- 7external customercustomers are usually the people who businesses target their products and services to.
- 8internal customercustomers that work for the business but use the service.
- 9operational standardstend to specify what has to be said or done.
- 10Competence standardsdesigned to describe the action an individual needs to follow to perform a task competently.
- 11policya course or principle of action adopted or proposed by an organization.
- 12What should receptionists do when they see a customer?Receptionists should wear name badges, smile to make eye contact and use customer names where possible.
- 13How should telephones be answered?Telephones should be answered before the third ring with a greeting followed by the name of the or the internal shopping department
- 14Brand identityis
the message the consumer receives from the product,person or thing - 15Why do people communicateTo inform
To instruct
Seek information
To motivate - 16—
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- Flashcards on customer care and working procedures , created by cynthia boghdady on 26/01/2020.
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- cynthia boghdady
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