Importance of Service
We can define customer service as the provision of service to customers before, during and after a purchase. That being said Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. In hospitality, the customer service is the main reason why this industry is where it is now a days, because it depend totally of what kind of service is provided to customers and how can we personalize their experience.
Hospitality industry is the largest industry in the world and this is because it has a lot of different services that can be offered on different ways. Hospitality is the relationship between the guest and the host, or the act or practice of being hospitable. Specifically, this includes the reception and entertainment of guests, visitors, or strangers
Customer service plays an important role in an organization's ability to generate income and revenue, hospitality industry requires purely of their guest in order to keep growing. Is not enough to know what services to offer, at what level should we do and what is the best way to offer them. A quality service incorporates all components on it to get the best results in the customer experience. There are 10 basics components of customer service that if are not understood for the staff providing the service then will not be possible to achieve the best of the customer experience.
1. Security: is well covered only when we can say we offer zero customer risks, dangers and zero doubt in the service.
2. Credibility: it goes along with security; we have to show absolute safety to create an environment of confidence, besides we have to be truthful and honest.
3. Communication: is very important to keep the customer well informed using a simple oral and body language that they can understand.
4. Understanding the customer: is not smiling at all times...
Bibliography: • http://www.gestiopolis.com/canales/demarketing/articulos/no13/10componentes.htm Author: Carlos Lopez; year 2001.
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