Custome care and service

By: Nurhusien D.
Part One
WHAT IS CUSTOMER SERVICE?
 CUSTOMER SERVICE IS:
• WHAT PAYS OUR SALARY?
• WHAT MAKES US FIGHT COMPETITION?
• WHAT SATISFIES THE CUSTOMER?
• WHAT MAKES US UNDERSTAND THE
NEEDS OF THE CUSTOMER?
• WHAT MAKES THE CLIENT APPRECIATE
THE PRODUCT?
• Recall the last time you felt properly served.
 WHY DO WE NEED TO PROVIDE
CUSTOMER SERVICE ESPECIALLY IN
THE TOURISM & HOSPITALITY
INDUSTRY?
 B’coz
• The tourism product is about the experience.
• Hard earned money is being spent on
enjoyment, togetherness, revitalizing,
discovery, leisure, pleasure…etc
• Tourism is intangible…every second counts…
unlike a tangible product which can be
refilled, repaired etc…
 Customers…who are they??
• Internal-
• External-
 Internal Customers
• Produce, distribute, service, redesign,
evaluate … the product.
• They need to work in close connection to be
able to provide the perfect customer
experience.
• Communication, information, far
sightedness, open mindedness is essential.
• Versatile-polyvalent.
 External Customers
• From the child to the elderly, they are all
customers and need to be treated with due
respect.
• From Africa, Asia, America, Europe, Australasia,
etc.. They have different cultures, behaviors, etc..
• From the back packer to the first class traveler…
their means are different.
• Different abilities – handicapped clients.
• Different expectations.
 SERVICE?
• What kind of service do we provide in the
Hospitality industry?
 SERVICE
• INFORMATION
• RESERVATION
• TRANSPORTATION
• ACCOMMODATION
• RESTAURATION
• DISCOVERY
• ADVENTURE
• SATISFACTION
 WHAT IS CUSTOMER SERVICE?
• Going the extra mile.
• Service before self.
• Exceeding customer expectations.
HOW TO ACHIEVE CUSTOMER SERVICE?

• Training…brainwashing!
• Create a culture of helping.
• Constant Check of attitude.
• Trainees must be polyvalent.
• Teach the art of listening.
• Be a role model.
• Make use of standards, policies and
procedures.
 What is Customer Service?
• What is Customer Service? It Is a complex
operation of different parts of an organization
that help to produce and sell a product or
service as per the needs of the customer.
• It is not only a Selling act.
• It is a whole process that helps generate
customer satisfaction.
• Performance and perception.
Part Two
 2.0 Policies Standards and Practices

2.1 Difference between customer service

standards, customer service policies and
customer service procedures.
2.2 Benefits to the customer of customer
service standards, policies and procedures.
2.3 Benefits to businesses of customer service
standards, policies and procedures.
 2.1 Difference between customer service standards,
customer service policies and customer service procedures.

• Customer Service standards – measureable,

comparable?
• Customer service policies – written
statements
• Customer service procedures – steps used for
each case
What are Customer Service Standards?
Best practices that employees should apply at their
work place. List a few of them.
 Customer service Standards.
• Be on time
• Be precise
• Be appropriate
• Be friendly
• Be well groomed
• Know your customer
• Focus on his needs
• Focus on a “can do approach”.
• Entertain a customer focused Public Contact Area
 What are customer service Policies?
• It is a written document that outlines the
protocol that employees must follow when
they deal with customers.
• These can be very specific like giving phone
numbers of customer service department and
very general like “communicating the findings
to the customer”.
• Defines the role & responsibilities of each
staff – duties.
What are customer service Procedures?
• Also known as SOP: Standard Operating
Procedure.
• They come out of the policy statements.
• They are the steps to be carried out for each and
every action that the employee needs to do within
his/her duties.
• Example: record customer name, date and time
and complaint in Log book; record action taken;
notify superior by email-copy to quality dept.;
follow-up on action taken; ensure no repetition.
 Write an SOP within your area of
Specilisation.
• Tour Operating.
• Travel Agency.
• Hotel.
• Restaurant.
• Car Rental.
• Tourism site.
• Park
• Information centre…
2.2 Benefits to the customer of
customer service standards,
policies and procedures. Class
activity to list down.
2.2 Benefits to the client of customer service standards,
.
policies and procedures Class activity to list down

• Better products/services/after sales.

• Rapid & courteous service.
• Report & Feedback consideration.
• Products are adapted to needs.
• Customer awareness.
 2.3 Benefits to businesses/employees of customer
service standards, policies and procedures.
• Well defined responsibilities.
• Less stress at work-employees know exactly what to do.
• Professionalisation.
• Easy/quick Identification of faults.
• Customer Loyalty.
• More sales.
• No wastage or unnecessary expenses.
• More profits.
• Goodwill.
• Increased sense of belonging
Policies, Standards and Procedures
• Policies, Standards and Procedures.
• Benefits to the customer, employee and
employer.
• SOP
• Best practices.
 Gauging the service.
• Clients fill GSQ.
• Employees are surveyed. ( performance
appraisal form)
• Rate of staff turnover.
• Profitability rate.
 Customer feedback

• Collection of raw data.

– Formal & informal gathering of information
• Analysis.
– Classification, using simple statistical tools,
• Reporting
– Interpretation of data, being optimistic ( starting
by the good remarks and finishing with what
must be improved
 Models of GSQ.
• Hotel 1: ANG_Vprasalnik_Hotel.pdf
• Hotel 2:Guest satisfaction questionnaire.pdf
 GSQ.
• Put up a Guest Suggestion Questionnaire.
• Imagine that you work for a particular
organization and you have to gauge it’s level
of customer service.
• What are the questions you will put?
 Questions of a GSQ
• Based on the services offered.
• Based on the personal info of the client.
• Questions are open or closed, suggested
answers, Likert scale, Dichotomous, Level of
measurement, selective ranking questions,
confidence scale…
Part Three
 3.0 Purpose of promoting a
customer-focused culture.
3.1 Describe the key features of excellent customer service.
3.2 Describe how excellent customer service affects a
business.
3.3 Describe the key features of unsatisfactory customer
service.
3.4 Describe how unsatisfactory customer service affects a
business.
3.5 Describe the main methods used by businesses to
maintain and increase customer loyalty.
 What is the purpose of promoting a
customer-focused culture?
• IT SATISFIES CUSTOMERS?
• IT BRINGS MORE PROFITS?
• IT ENABLES JOB RETENTION?
• IT ENABLES EXPANSION OF BUSINESS?
 3.1 Key features of excellent customer service.

• All the needs of the customer is taken care of.

• The product/service is faultless.
• Issues are addressed promptly.
• The employee is trained and tested regularly.
• The customer can report any fault at any time
using different means.
• Motivated and ready to help staff.
• Well trained staff to identify and manage
difficult situations.
 3.2 How excellent customer service affects a business.

• Requires experienced staff- implying higher labor

cost.
• Requires market and customer intelligence.
• Requires a separate department for Quality.
• Extra costs in terms of stationery and printing
• Good customer service is synonymous of good
products/services hence - cannot cater for cheap
products/services.
• Price of service is higher.
• Discourages Low spenders.
 3.3 Key features of unsatisfactory customer service.

• Customer remarks not considered.

• Lengthy procedures.
• Delaying tac-tics
• Loss of clientel.
• Loss of market share.
• Poor products and services.
• Staff not motivated to serve.
• More complaints.
3.4 How unsatisfactory customer service affects a business.

• Could not affect it at all if monopoly.

• Will reduce its profit levels under a case of
competition.
• Money will not be available for adequate
maintenance of premises.
• Staff will not get raises and will be
demotivated.
• High staff turn over.
• Loss of income/profits.
 3.5 Main methods used by businesses to maintain and
increase customer loyalty.

• Products/services to the needs of the customer.

• Customers are pampered.
• Customers see their complaints tackled quickly
and efficiently, are rewarded and are well-treated.
• Staff is well recruited & trained.
• Staff are retained.
• Conditions and work environment are optimal.
Part Four
 4.0 Providing customer service.

4.1 Recognizing different types of customers.

4.2 Apprehending the needs of the customer.

4.3 Service with a smile (Grooming &

deportment)
4.1 Recognizing different types of customers.
 Types of customers.

Customers can be differentiated by:

• age.
• sex
• ability.
• country of origin.
• belief.
• purchasing power.
• occupation.
These factors help us to provide a better service to the
customer by proposing products which properly suit their
needs.
43
 Types of customers.
Each type of customer has specific needs. Based on education,
environment, history, experiences religion and beliefs which
have carved the character of the person, they can be very
flexible and open or very stubborn and closed.
• A young adult will be more active but can also be very shy and
reserved depending on their education.
• A person above 45 years is someone who has reached beyond
half way of his life and has accumulated a lot of experiences
and knowledge depending on his place of living and education.
• A newly wed couple will be more interested in themselves
than in your explanations.
These different behaviors must be taken into consideration when
dealing with the customer to ensure that the messages are
well communicated.
44
4.2 Apprehending the needs of the customer.
 Identifying Customer needs. Age

• 18 – 25 Young, active, dynamic, careless…

You could be distracted by their attire or excitement, so take care and take time to repeat

yourself and ensure that they have well understood.

• 26 – 45 Young and has his own house, car and kids. Will listen well and will make complaints

if not satisfied. So be on your third gear ready to satisfy all his questions. Could remember

things to ask later…so be reachable.

• 46 – 60 Getting Grey Hairs, and becoming wise. Understands quickly and are at times

aggressive in their words because they think they know more than you. So take a

“paracetamol” before you handle!

• 61 + Usually we underestimate these people because they look old. They could become your

best friend, so play in cool. Be smiling and talk to them in a very polite way as if they were

your own parents. They could have some ill-manners, but you should not care for that. If they

are happy with your service, they will come to your company as long as they live.
46
 Identifying Customer needs. Sex
• Males – would have preferred to be served by a sexy
lady but does not mind a man as long as he is well
served.
• Females – would have loved to be served by Tom
Cruise but is happy with Mario Babajee! Mario is
dynamic, polite, attentive, helpful and smells good.
• Males with more feminine character are very
emotional, so beware. Do not laugh below your
moustache or have inviting smiles!
• Females with male characteristics play rough and
tough and can be very stubborn.
47
 Identifying Customer needs. Country
• People from Europe have a long history and
have evolved beyond our understanding.
• People from Asia are mostly reserved.
• People from Africa are sometimes reserved &
straight forward.

48
 Identifying Customer needs. Purchasing
Power
• The more they have money the higher are their
needs.
• Timing and precision are the key to success.
• You might be kept waiting but you cannot keep
them waiting!
• Rich people do not pay for amateurism.
• They do not give second chances.
• Clients with average means are more flexible
but will not hesitate to hit you in the back…
49
4.3 Service with a smile (Grooming & deportment)

• Why Grooming? The Importance of

Appearance & First Impression.
• Mastering Personal Grooming

• Body language.

• Mannerism.

• The Dress Code.

 To Begin… You’ll Need a POSITIVE ATTITUDE!
Start to trust yourself and know that if you have a
positive attitude, then your self-esteem and self-
confidence will rise tremendously.

07/10/2024 AJ/EHSGD 51
 Why Grooming?
The Power of appearance

The way that you look, among others, determine what

people think about you & your company.

A person evaluates you:

55% on body language

38% on verbal tone
and only 7% on verbal content
Remember: the more +ve the evaluation the better it is
for the company and for your job prospects. 52
 GROOMING
It is defined by the Collins dictionary as a verb as
follows:
• to make or keep (clothes, appearance, etc) clean
and tidy.
• Good Grooming ensures that your appearance
and your first impression helps maintain a high
quality of service.

53
 FIRST IMPRESSION
• What is first Impression?
• It is the judgment that a person makes of you within
15 seconds.
• It is based on:

1. your personal grooming,

2. your body language,
3. your behavior,
4. your mannerisms,
5. and how you are dressed.
54
 Personal Grooming:
• Your daily bath. Twice a day, brushing your
nails & using a soap which does not make your
skin dry. Wash your arm pits, your back and
between your legs well. Use a brush for your
back. Scrub around your ankle, your ribs and
also around your neck and behind your ear.

55
 MOUTH CARE
• Brush your teeth twice a day & also clean your
tongue. Use a sugar free chewing gum after your
lunch. Don’t forget to spit it out before meeting
the client! It is also important to visit the dentist
at least once a year to ensure that you have a
fresh breath. Some foods are to be avoided
before meeting the client specially those that
have a strong smell such as onions, tuna and
sardines. Roasted Coffee grains can work
wonders on your breath specially after a smoke.
56
 HAIR & HAIR CUTS
• Ensure that your hairs from your nose are
properly trimmed. Hairs from the arm pit must be
shaved or well washed. If you have a moustache
ensure that it is well presented. As for your Hair,
visit a hair dresser the moment you find your hair
coming to your collar. Use a shampoo that is mild
and which does not have chemicals that might
harm your scalp. Do not share your hair brush and
also clean it every week of hair and dead skin
which are the food of parasites.
57
 Ears
• Wash ears daily with a wash cloth don’t forget
behind the ears.
• Do not use Cotton Buds in ears as it will smash the
ear wax deep into the ear canal.
• Did you know…..??
Ear wax is usually removed when you chew food
or gum

07/10/2024 AJ/EHSGD 58
 YOUR ACCESSORIES
• The deodorant and after shave. Use alcohol free
Deo and after shave that smell just enough. You
do not want all the bees to follow you!
• Ensure that the razor blade you use is free from
any dry skin, rust or hairs. Use a shaving gel or
foam. Clean your razor blade in an antiseptic
liquid

59
 HAND & NAILS
• With Nails neatly cut and polished, this is a good
sign of hygiene. As a chauffeur you will be called
upon to hand papers and keys to the client and
they will be particularly attentive to your hand
while receiving the keys and papers from your
hand. Cuts and bruises dirty hands and nails can
provide a poor image to the client.

60
 Facial Steam
• Steam opens the pores and
draws out impurities. For a good
facial cleansing, boil some tap
water; then remove the pot from
the stove. Put your head over the
pot and cover both your head
and the pot with a towel. Be
careful not to burn yourself!
After steaming, examine your
skin in the mirror and gently try
to remove loosened blackheads.
07/10/2024 61
 TIPS
• Must be fully bathed and groomed before you meet with someone for the
first time.
• Wear clean and well ironed clothes.

• Wear clean shoes.

• Use matching socks.

• Scruffy looking people generally don’t seem as neat and mature.

• Keep your breath always fresh, keep a pack of mint gum with you wherever
you go.
• If you sweat heavily, keep some refreshing towels (Wipes) and a deodorant
stick with you.
62
 BODY LANGUAGE.
The body communicates immensely.
• Your smell and your moves give signals/ information to
those watching you.
• The smell can be strong and repulsive ( good or bad)
or moderate/light and attractive.
• The posture of the body shows if you are dynamic or
slack…ill or ready to kill!!!.
• Your eyes talk and suggest that you are
ill/tired/sad/drunk or alert, happy, ready to capture
information... Forehead and eye lids down or forehead
up and eyes bulging out…
63
 ANGER

Describe what you see.

64
 HAPPY

Describe what you see.

65
 Body language: the signs
• The eye contact or the evasive eye.
• The direction of the eye.
• The cold looks.
• The angry looks.
• The smile.
• The hand shake.
• Crossed arms.
• Hands in the pocket.
• The Head movements.
66
 TIPS
• Keep your body straight.
• Keep your eyes in contact with those of the client
when addressing him/her.
• Keep your hands out of your pocket or doing a
scratching job.
• Say hello with a smile.
• Introduce yourself by speaking your name and that
of the company clearly.
• Tell the client why your are here.
• Ensure that your work is professionally done.
• Do not keep the clients waiting or w/o info. 67
 PAY ATTENTION TO YOUR CLIENT’S
BODY LANGUAGE
• Is the client happy?
• Is the client having a serious look?
• Is he thinking?
• Is he in a hurry?
• Does he seem lost?

68
 TIPS
• A smiling face is good but the person is not
necessarily attentive to what you are saying. So
ensure that the client has understood all the
clauses of the deal. Repeat if necessary.
• A serious look seems to be a difficult encounter
but is easier dealt with. The client is looking for
a good service.
• An angry look is most probably because you are
late. Start by excusing yourself loud and clear.
69
 Manners
• Be civilized, polite and respectful.
• Greet everyone you communicate and give a
warm handshake.
• Keep your elbows off the table, open doors for
people and address everyone initially by their
formal title.
• This will make a good impression on seniors,
because you will prove that you are keen in
respecting the hierarchy.
70
 Speech
• Have a clear, clear diction and speak without
using words like “you know” , “like” .
• Articulate well – It inspires a sense of confidence
in the person you are meeting with .
• Speak loud – Gives an impression of confidence
and no barrier in communication .

71
 The Dress Code
• Formal
• Informal
• Casual smart
• Uniforms.
• What do they reflect?

72
 The Dress Code.
• A formal dress code reflects:
• Prestige, Status, an important occasion usually in suit,
ties and formal shoes
• An informal/casual dress code reflects:
• Easy going….nothing important .e.g jeans, t-shirt and
tennis shoes.
• Casual Smart is used for;
• Occasions which are of lesser importance than an official
ceremony and is more important than a party by the
beach. The basic wear could be cotton trousers and a long
sleeve shirt without a tie or a polo shirt with a blazer.
73
 Tips
• Socks dark blue or black and no holes on the heels or toes.
Cotton socks are better for our climatic conditions.
• Ensure that your shirt or polo shirt is well tuck in your pants.

• Spare your polo shirt when you eat pasta or roti!

• Shirts remember, “ring around the collar” if the dry cleaner

can’t remove it, time for a new shirt.
• If you are the sweaty kind, wear vests.

07/10/2024 AJ/EHSGD 74
 Why Grooming?

• Why Grooming? The Importance of Appearance

& First Impression.
• Mastering Personal Grooming

• Body language.

• Mannerism.

• The Dress Code.

07/10/2024 AJ/EHSGD 75
Part Five
 5. THE RIGHT TECHNIQUES FOR A PROPER
CUSTOMER CARE.
Communication.
• Describe how Communication functions.
• Practice good Communication by removing barriers.
• Enhance Communication through Courtesy and
Mannerism.
Customer Care.
• Identify the different types of Customers.
• Identifying Customer needs.
• Handling Customer complaints.

77
 WHY COMMUNICATE?
• To provide information… intelligence!
Information allows us to adapt to demand & propose a
product to the client that best suits his/her needs.
Information also allows us to take necessary actions in
case an employee is absent or a vehicle has broken down.
• To make clients know us! Marketing
• For the clients to give feedback which allows us to
correct weaknesses.
• For the good running of the business.
The communication of information ensures that we are able
to exceed the expectation of the customers.
78
How does Communication function within a company?

• UPWARD COMMUNICATION.
• DOWNWARD COMMUNICATION
• LATERAL COMMUNICATION.
 The functioning of Communication.
A.The communication loop

• Transmission of a message.
• Through a channel.
• From a sender to a receiver and vice versa.

80
 B. Coding and Decoding
• Receiving a message.
• Interpreting the message.
• Formulating a feedback.
• Transmitting it using a channel.

81
 Barriers to communication
What are they?
• What are Barriers to communication?
They distort the message or the interpretation of the
message. They are linked to the sender or receiver or
to the environment.
Example: 1. the sender speaks too fast. 2. the sender is
not looking at the receiver.3. use of inappropriate
Language. 4. the sender smells bad .5. there is too
much noise.6. there is a distraction .7. the receiver is
too exicted.8. both sender and receiver can have
preconceived ideas.9. hearing problems.10. Getting
emotional.
82
83
 Why do we have to ensure proper
communication?
• Because poor communication will lead to
misunderstandings which will result in waste of
time money and resources.
Time, money & resources which could have been
used in more profitable activities.
• Misunderstandings can result in poor employee
relationships. This will lead to poor productivity.
• Poor communication results in poor quality of
work and loss of customers.
84
 Tips for the elimination of barriers to communication

• Stay fit for duty.

• Keep the eye contact and the smile.
• Stay focus on your objective.
• Adopt the correct posture.
• Control your Voice tone and Volume.
• Pronounce well.
• Be precise.
• Observe the reaction of the client and adjust accordingly.
• Listen to the client without interrupting.
• Use supporting materials/equipment/documents.
• Be well mannered, courteous, polite with internal and external
clients.
85
 Courtesy and good mannerism.
• We are polite and well mannered because we want the business to be
successful.
• Greet with a smile.
Say:
• please.
• thank you.
• after you.
• hope to see you soon.
• can I help you.
• I am taking good note and will inform the mgt.
Stay:
• Focused
• Attentive
• Do not let you body language & attitude betray you.
86
 Handling customer complaints.

• A person with a complaint is an ASSET.

• He is more easily satisfied than a person
without any specific needs.
• We can easily surpass his expectations by giving
him a plus.
• A person complains because either he wants
your company to improve and will come back to
you next time or he is real disturbed and wants
payback.
87
 Handling customer complaints.

A customer has many needs whereas some with a

complaint has only one need.
Which one is easier to satisfy?
Angry customer = -1
New customer = +10 (many)

You need only 2 to surpass the expectations of the

Angry customer whereas you will need 11 to be
able to surpass the needs of a new customer.
88
 How to handle Complaints.
• Do not look surprise.
• Acknowledge.
• Apologise.
• Actively listen.
• Attitude control.
• Action.
It’s more costly to win a new customer than to
lose an existing one (5-7 times greater); it takes 12
positive incidents to make up for a negative one
89
 Main types of customer complaints and problems .

• Complaints that can be resolved immediately.

• Complaints that can only be resolved in due
time.
• Complaints due to poor service.
• Complaints due to misunderstandings.
 Techniques for satisfying customers expressing
concerns about a product or service, and for reassuring
customers that their concerns have been heard and
understood.

• Listening skills / empathy.

• Apologize b’coz you are part of the team who have
caused the complaint.
• Let customer blow off his steam.
• Show concern / take notes.
• Call manager to take advise.
• Followup issue…walk the complaint till its resolution.
• Ensure that client is aware of all steps taken.
 Key stages in resolving complaints to the customers’
satisfaction

• Take note of the complaint.

• Show client that you care.
• Communicate procedures to the client.
• Followup on complaint.
• Ensure resolution of the problem.
THANK YOU!