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p1 Unit 4 customer service travel and tourism
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- PEARSON
Unit 4 customer service travel and tourism
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By: Phellodendron_Parupeneus.barberinus • 6 year ago
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Customer service assignment 1The importance of customer service
Importance to the organisation
Customer service is often the only way a customer can contact a company if
they have any enquiries and it is important to the organisation as it helps them
to grow and increase proftt. When a company has good customer service it helps
them to stand out from all the other organisations and enhance their image
making more customers wanting to use them rather than someone else – this is
called a competitive edget. It is important to have consistent good customer
services as this keeps existing customers satisfed and the word of mouth
encourages new customers which will also return if they had a good frst
impression, customers will begin to trust your company which has many
advantages such as good ratings online, positive customer feedback
and much more salest. However with poor customer service a
company will go downhill and won’t make much proftt. An example of
good customer service is Wicksteed Park as they are constantly
improving by taking care of their customer’s wants and needst.
Recently they are building more rides to suit a variety of age
groups and also improving their current ones to ensure they
are safet.
Importance to the customer
Customer service is vital as it’s the service provided for the
customer therefore it has to be good in order to satisfy the customert. There are
many advantages for the customer when customer service is good such as the
customer receives a good value for their money persuading them to want to
come back and use that certain company again in the future especially if
customers’ expectations are exceeded and their wants and needs have been
fully mett. Good customer service also builds a positive bond between the
customer and company allowing the customer to feel safe in the environment;
furthermore this builds trust and makes the customer feel valued as they
appreciate the caring attitude they receivet. Alternatively bad customer service
can cause customers to make complaints to the company making their job less
enjoyablet. Secondly word will get around and customers will tell other people
their unhappy experience causing the company to have less customers and their
proft will decreaset. An example of good customer service is Hampton by Hilton
hotel, as soon as you walk in the receptionist will greet you with a friendly
attitude and fnd the best room at the best price for you and whoever you’re with
et.gt. family, couple, or friendt. Also if you have previously visited your name and
details will be saved containing any important information the customer may
want them to know such as dietary needs, this is useful as it wastes less time for
the customert.
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