subject: Customer Service Jobs The Bedrock Of The Travel Industry [print this page] The travel and tourism industry is primarily based on one thing; that is, customer service. Without good customer service, a travel company, hotel or hospitality business fails quickly. Customer service jobs, then, are the bedrock on which the whole edifice of good travel and good hospitality is founded. As such, candidates are required to be enthusiastic, motivated and extremely good at person to person contact.
The secret of good customer service is actually pretty simple it just takes a little digging to find it and get used to it. All companies, whether they are hotels, airlines or whatever, have their own rules, beyond which the customers cannot trespass.
Those rules are designed so that everybody knows what they are entitled to, what they are doing and what they cannot do. Customer service jobs, when they are done well, are basically about adhering to those rules without letting the customers know about it. Great customer service happens when a customer service representative is able to guide a customer through the rules of a booking, or a complaint, without that customer ever feeling like he or she is being processed. Make each contact feel unique, individual and above all like the customer is being done a favour and the rest is easy.
Its not quite as simple as it sounds. The bigger the company, the more rules it tends to have and the less leeway there is for transgressing them. However. Employees in customer service jobs are there to maintain and enhance the reputation of the company through polite, friendly and successful service and that means using a little psychology to ensure that ones customers go away from every contact feeling as though they have been impeccably treated. An example of good customer service: lets say a company has a time rule, whereby all call backs to customer enquiries are supposed to take place within two hours. Tell the customer that they will be called back within two hours and call them back in one. Its simple and it works every time. Customer service jobs are easy when one knows how its all about delivering over-estimated promises and then coming back with a solution in less than the estimated time.
Its equally possible to deal with complaints and negative contacts in a way that tricks a customer into thinking that he or she has had special service when in fact he or she has simply been run through the mill of company procedure the same as everyone else. There are two golden rules for dealing with complaints: one, never say that anything is the companys fault; and two, never blame the customer for anything. Take the middle ground be sorry for whatever has occurred, or not occurred, to occasion the complaint: but dont actually blame it on anyone. Customer service jobs are all about maintaining a pleasant middle ground rather than diverting a conversation into areas where arguments can occur or blame is apportioned.
The right candidates for customer service employment, then, are friendly, polite and sensible: able to wander away from a script without ever actually losing sight of the storyline. Done well, a customer services position can be highly rewarding and without it, the rest of the industry just doesnt work.
by: Frontiers
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