a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring …show more content…
These components contribute significantly to the provision of a quality experience. One of the components is tangibles, it relates directly with what customers can see and touch. There are certain expectations of the tangible component. These include the uniform and grooming standards of staff, that they are clean, tidy and complete. The equipment and tools that customers will use, that they are safe and well maintained. Any printed and visual material that customers see are easy to access and understand. And the facilities provided are clean, attractive and easy to find. This component is an important aspect to the customer as it is the first visual and physical experience of the company. It will have a lasting impact on customers.
The second component is reliability, it relates to products and services being available to customers any time they want to use it. This includes things such as on-time operation and opening hours, including public holidays. As well as bookings being free of errors and the level of service provided be consistent among staff and at all times of the day, every day. Being reliable is of significance to customers it accounts for a lot of their expectations when dealing with a company. Being unavailable to customers reads to them that their time is not
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A proportion of these visitors are 96% ‘likely’ to recommend New Zealand in future, this has remained unchanged. USA, UK and Germany are most satisfied with their New Zealand Holiday experience. It has been observed that Japanese travellers are significantly more satisfied with their experience compared to past years. Visitors to New Zealand are also highly satisfied with the natural environment. It has been rated a high 9.0 out of ten and receives this high rating across all markets. With 78% believing New Zealand’s environmental practices are better than other countries. It has been found that experiencing natural scenery is a favourite amongst visitors to New Zealand. A decrease has been observed in the past year however, in the average number of activities being participated in, dropping 6.5% in the last year. Price has been seen as a problem in the current state of tourism results, it has been driven by lower satisfaction with price over quality. This has been especially so in the accommodation and food and beverage sector. Both of these are rated as high importance to visitors attributing 29% to the New Zealand holiday experience. Looking more into these sectors it has been observed that food and beverage has rated 8.1 out of ten and accounts for 10% of importance to the New Zealand holiday experience. The quality of food
Tourism Research Australia, Department of Resources, Energy and Tourism. Tourism contribution to the Australian Economy, 1997-98 to 2009-10., [Online. Available at: [Accessed 7 March 2012].
Over the years, the increased rate of visitors travelling to Kangaroo Island has led to the island being more aware of the impact that tourism is having on their natural environment. As ‘Kangaroo Island is one of the world’s great pristine nature-based destinations’ , the environment would be the most important thing when considering the impact that tourism has on the island. As a result of this, a Tourism Optimisation Management Model (TOMM) was implemented in 1997. It was designed specifically for Kangaroo Island. One of its environmental aims is that ‘Visitor activity has minimal negative impacts on the natural environment.’
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
The importance of physical environment on customers is widely recognised by managers and mentioned in many service industry. It is true that customers will make use of a service enterprise if they perceive that the service provided will be of high quality (Brady & Cronin, 2001). According to Abdullah Rosario (2009), quality of services delivered plays considerably a major role in shaping and manipulating customer satisfaction. With customer satisfaction comes positive customer behaviour. It is highly visible in the service sectors such as restaurants, hotels, retails, hospitals and bank.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.
Fiji receives tourists from all over the world. Majority of the tourists coming to Fiji are from the UK, Australia, New Zealand, USA, Canada, Continental Europe, Pacific Island Countries and other countries around the world. The number of visitor arrivals to Fiji increased from 82,695 in the year 2000 to 131,733 in the year 2011 (see figure 1). In the past few years, Fiji’s travel and tourism sector has been performing remarkably well. According to Swami (2016), a significant improvement in the performance of Fiji’s tourism sector has been the result of consultation and collaboration between stakeholders of the tourism
Tourists are more dependable on website to get the information and overview of destination. Therefore one of the website of bay of island is www.tourism.net.nz, which gives complete information. In this assignment, we will mainly discuss about marketing mix, customer wants, creating value for the customer, destination location and tangible experience from tourism marketing perspective.
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
Besides that, product is an item that sells to consumer. It can be characterized as tangible, storable, standardized, physically enduring and consumed after their produ...
My customer service objective is for Aj Hackett. The objective is to: " connect with customers and make them feel content with their product but most importantly the service they receive.
It is a beautiful day for father and son to take a trip to the home improvement store were things typically go horribly bad once they return home. Typically a home improvement project becomes a disaster once the supplies are purchased and the work begins. In this case the problem occurred much earlier than normal and the actual project never did get off the ground. Light bulbs, nails, a tube of caulk and one 40 lb. bag of asphalt patch was loaded into the home improvement buggy and purchased at the checkout. All is going well until it is decided that the buggy can be left at the store entrance and the items could be carried to the car. Just as the 40 lb. bag is lifted from the cart the problem began. Cell phone in one hand and an attempt to switch hands with the bag of asphalt in the other, one slip up and the phone hits the ground with the asphalt on top. Yes, everyone knows the result of this decision….shattered cell phone screen. A true “don’t tell mom” moment, the phone has an insurance plan and everything will be worked out prior to letting mom know so she has less to be upset about once she is told.
Customer service management can be realised by including the three core principles of excellent customer service and modelling them to create a systematic and structured framework towards the provision of customer service excellence.
For New Zealand tourism has a lot to offer but at the same time, care has to be taken not to mistreat it. The social and cultural impacts of tourism on New Zealand so far have been on the whole beneficial but as tourism continues to grow this could change. Non-economic benefits of tourism are maximized when visitors and hosts share mutual interests and when trade is relatively small. However these factors limit potential tourist markets and income. One solution to this problem could be promotion of New Zealand as a high quality destination at a higher price, i.e. less tourists spending more money.