How do we make our customers think: Customer Service Produced for educational use only by Columbia University Tibet Ecotourism Project

Objectives Understand the importance of our Customers & Customer Service Understand Moment of Truth & Service-Profit Chain Understand & create Customer Happiness Practice dealing with complaints. Hints to practice & demonstrate good customer service Produced for educational use only by Columbia University Tibet Ecotourism Project

Who are our customers? They are the most important persons in any business. They are not dependent on us. We depend on them. Is not an interruption of our work, but the purpose of it. Customers are part of our business – not an outsider. They do us a favor when they come to Tibet. We aren’t doing them a favor by serving them. Produced for educational use only by Columbia University Tibet Ecotourism Project

A customer is not just money for us. They are human beings with feelings and deserve to be treated with respect. Customers come to us for an enjoyable experience in Tibet. It is our job to create this experience. Customers deserve the most polite attention we can give them. They are the core of every business. Who are our customers? Produced for educational use only by Columbia University Tibet Ecotourism Project

There are two main types of tourist coming to Tibetan areas 1. F.I.T: Free Independent Traveler 1. Group Tourists Within these two groups we have those tourists looking for cultural experiences and those looking for adventure experiences. As well as a combination of the two. Produced for educational use only by Columbia University Tibet Ecotourism Project

Tourist source markets Domestic (China) Asia Western Europe North America Australia Produced for educational use only by Columbia University Tibet Ecotourism Project

We also work as in-country operators for international travel agencies. So our clients are: 1. FIT tourists 2. Group tourists AND 3. international travel agencies Produced for educational use only by Columbia University Tibet Ecotourism Project

Facts about customers The customer is the most important part of any business. The customer pays all our salaries, wages and bonuses Customers will go where he/she receives the best attention and experience. There is no profit, no growth, no jobs without the customers. You MUST meet your customers expectations! Produced for educational use only by Columbia University Tibet Ecotourism Project

Customer Expectations Tourists are motivated to come to Tibet for three main reasons: The natural beauty of the landscapes and mountain regions; The culture and heritage of the region; The friendliness and openness of the people towards tourists. Produced for educational use only by Columbia University Tibet Ecotourism Project

Tourists expect a positive experience. They expect the tour operator to provide that experience…. Well organized itinerary and clear pre-trip information Clear costs and inclusions Knowledgeable guides Safe vehicles and friendly cooperative drivers Tasty, hygienic food Clean & comfortable accommodation Good quality equipment Produced for educational use only by Columbia University Tibet Ecotourism Project

On average an unhappy customer will tell 8-10 people about their bad experience. 7 out of 10 complaining customers will do business with you again (or tell other people to use your company) if you resolve the complaint in their favor. If you resolve a complaint on the spot, 95% will do business again (or tell other people to use your company) Facts about Customers Produced for educational use only by Columbia University Tibet Ecotourism Project

Others Product Dissatisfaction Better Prices Elsewhere Poor Service Why customers do not come back and don’t recommend your company? Produced for educational use only by Columbia University Tibet Ecotourism Project

What qualities of your company are important to our customers? Accurate itinerary Clear cost/inclusions Friendly staff Always on time Good organisation Polite staff Honest staff Produced for educational use only by Columbia University Tibet Ecotourism Project

Any or all contact which the customer has with your company. It is the ability to provide a service or product in the way it has been promised. It is also about treating clients with respect, individuality, and personal attention. What is Customer Service? Produced for educational use only by Columbia University Tibet Ecotourism Project

Customer Service - GUEST G – Greet the customer U – Understand customer needs E – Explain all situations S – Suggest experiences T – Thank the customer Produced for educational use only by Columbia University Tibet Ecotourism Project

Good, Bad, & Excellent Service Produced for educational use only by Columbia University Tibet Ecotourism Project

Good Customer Service Good service is when the customer gets treatment that meets his/her expectations. Customer Expectation What Customer receives Produced for educational use only by Columbia University Tibet Ecotourism Project

Bad Customer Service Bad Service is when customer gets treatment which is less than his/her expectations Customer Expectation What customer receives Produced for educational use only by Columbia University Tibet Ecotourism Project

Excellent Customer Service When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service Customer expectation What customer receives + Produced for educational use only by Columbia University Tibet Ecotourism Project

Moment of Truth Any point in customer interaction during which the customer has an opportunity to form an impression (negative or positive) about the company through its services Produced for educational use only by Columbia University Tibet Ecotourism Project

Moment of Truth When a Moment of Truth for a customer has been a negative experience, it becomes a Moment of Sadness On the other hand, when the interaction has been extremely positive, it becomes a Moment of Happiness for the customer. Produced for educational use only by Columbia University Tibet Ecotourism Project

The Service-Profit Chain Good Service – Satisfied Clients Higher Sales Higher income/ More profits Higher Incentives/Bonus to staff Service-oriented staff Produced for educational use only by Columbia University Tibet Ecotourism Project

Customer Happiness! Produced for educational use only by Columbia University Tibet Ecotourism Project

Customer satisfaction & more! Exceeding customers’ expectations is making them very happy. The customer reacts with a “wow” in return for the product/service Every interaction with the customer has an opportunity to create customer happiness The challenge is to keep the customer thinking: “wow” Produced for educational use only by Columbia University Tibet Ecotourism Project

Complaint Handling Appreciate/Thank the customerfor sharing the complaint Apologize for the error / mistake / inconvenience Listen actively and nod from time to time showing real interest in the problem Try and think like the customer is thinking – Put yourself in the customers’ place Produced for educational use only by Columbia University Tibet Ecotourism Project

Do you best to fix the problem. If you cannot fix the problem explain this to the customer and look for an alternative. If the problem cannot be fixed immediately, make sure a good alternative can be found. You MUST find a solution. Keep working on finding a solution until the customer is happy. REMEMBER: Don’t take customers’ complaints personally Complaint Handling Produced for educational use only by Columbia University Tibet Ecotourism Project

Different Customer Types & How to react to complaints Produced for educational use only by Columbia University Tibet Ecotourism Project

Angry Customer A mistake or misunderstanding has made this customer mad. What to do? Let the customer finish talking. Don’t interrupt. Listen carefully Be firm and polite and give them solutions to their problem. Produced for educational use only by Columbia University Tibet Ecotourism Project

Demanding Customer The customer who wants more than you can offer. They are not easily satisfied. How to Handle? Be firm yet polite Be professional Avoid being too quiet or rude Produced for educational use only by Columbia University Tibet Ecotourism Project

Quiet Customer The customer who listens to you. Is very quiet and extra polite. Will sound apologetic when they complaint. How to handle? Listen carefully what they have to say Sound professional and don’t ignore them Gain their confidence Produced for educational use only by Columbia University Tibet Ecotourism Project

Impossible NO You can’t do that Bad Words in Customer Service Produced for educational use only by Columbia University Tibet Ecotourism Project

Hints for Good Customer Service (Before they arrive) Create your clients expectations of their trip Be honest and realistic with all your marketing material Don’t promise anything you cannot deliver Be very clear on what is included and what is not included in the trip Be very clear on the level of service and the conditions your clients will get Explain that rural Tibet is an underdeveloped place and let your clients know they are coming to an adventurous destination. Be well organized and answer s/phones promptly Produced for educational use only by Columbia University Tibet Ecotourism Project

Hints for Good Customer Service (Once they arrive) Smile & Communicate Make yourself presentable/dressed appropriately Greet each client when ever you meet them. Use positive verbal & body language Smile & Communicate Make any eye contact when speaking to clients Be a good listener and show interest in what the client is saying Don’t leave clients alone when guiding unless requested Smile & Communicate Produced for educational use only by Columbia University Tibet Ecotourism Project

Communicate each days/sites plan. Let them know any changes in advance. Identify & anticipate client needs – Clients don’t just drive from place to place; they want good feelings & experiences Make customers feel important & appreciated Smile & Communicate Apologize when something goes wrong Give more service than they expect Smile & Communicate Tips for Good Customer Service Produced for educational use only by Columbia University Tibet Ecotourism Project

Questions & Discussion time Produced for educational use only by Columbia University Tibet Ecotourism Project