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CUSTOMER SERVICE

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by

Gigi Guyton

on 27 September 2017

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Transcript of CUSTOMER SERVICE

Let's think back....
Southern Hospitality 101
What is Southern Hospitality, really???

CUSTOMER SERVICE
1``
A History Lesson - Southern Style
Warm, Welcoming Attitude
Gracious
Friendly
GOAL!
Birmingham, AL
The city was named for Birmingham, England, the center of that country's iron industry. The new Alabama city boomed so quickly that it came to be known as the "Magic City."
Another Magic City

Birmingham today is a modern city of the New South boasting one of the finest medical and research centers in the country at the University of Alabama at Birmingham. -
Customer service is of vital importance to all organizations in
the travel and tourism sector. It can be a
ripple effect
for other businesses and the whole community
Employee skills needed:
Personal presentation
Teamwork
Communication skills
Excellent customer service produces:
Customer loyalty
Improved business performance
Sharper employee skills
Three things to remember:
You are in the business of providing information
You are in the business of selling a product or service
You are in the business of creating an
EXPERIENCE
Adapt your Customer Service
by Customer types:
Leisure
Business
Groups
Customer Service is presented through the following:

First Impressions
Company image, including logo, premises, speed, accuracy
Consistency
Dealing with complaints - HAVE A PLAN
Dealing with problems - HAVE A PLAN
Exceeding expectations - Give them
something for nothing
...(with a smile, of course)
Give 'em somethin' for nothin'
Individual Needs:

Do what you've stated
Do the unstated
Remember special needs such as medical conditions and mobility
Address cultural and language needs
Others: Age, gender, family
Communication Skills
:

Face-to-Face
Phone
Effective
listening
Developing dialogue
Get off of your smartphone
!
Body language
Eye contact
Written communication
Business skills
:
Completion of documentation for tickets and confirmations
Use of IT, email, internet
Standards of accuracy and legibility

Selling Skills:

Building rapport
Establishing customers needs and expectations
Product / Service knowledge
Features and benefits
Overcoming objections
Closing the sale
Providing information and advice
Providing assistance
Dealing with problems like overbooking, lost property
Handling Complaints:
Listening
Questioning
Empathizing
Understanding
Agreeable solutions
CUSTOMER SERVICE SKILLS
Don't Forget the Customer Service Survey
Full transcript