A.

Definition of Customer Service

- Customer service refers to the actions and attitudes of individuals and
organizations towards meeting or exceeding customer needs and expectations.

B. Importance of Customer Service in Hospitality and Tourism

- Customer service is critical in the hospitality and tourism industry as it plays
a major role in determining guest satisfaction and loyalty.
- Positive customer service experiences can lead to repeat business, positive
reviews, and word-of-mouth recommendations, while poor customer service can result
in negative reviews and decreased business.

C. Principles of Customer Service in Hospitality and Tourism

- Hospitality and professionalism
- Active listening and effective communication
- Empathy and understanding of customer needs
- Responsiveness and attention to detail
- Continuous improvement and innovation

D. Techniques for Providing Excellent Customer Service

- Providing personalized attention and care
- Anticipating and meeting customer needs
- Responding to customer complaints and concerns in a timely and effective manner
- Providing clear and accurate information
- Continuously training and educating employees on customer service best practices.