High-quality service is essential for the success of tourism businesses.
In this article, you will learn more about the following aspects:
To provide quality service in your tourism company, you must use efficient and standardised processes.
You should aim not only to meet you clients’ expectations, but to exceed them – in the long term, you could gain a loyal customer base and increase sales.
Below you will find the main factors that you should consider if you want your company to achieve optimum service:
Define your business processes, and identify and plan the resources needed for these processes to be carried out.
When providing tourism services there are multiple elements to consider, and you must understand the characteristics and relationships involved.
It is important to understand your customer. To define their characteristics, you can use the following methods:
Staff members are vitally important to achieving quality as experienced by the customer – especially in companies where the services provided involve interaction between the customer and the employee.
2 main staff profiles stand out:
Staff management in your company has a direct impact on the quality of the service provided. To optimise your staff management, you can apply the following practices:
Communication, both internal (among company employees) and external (with the customer and suppliers), plays a vital role in ensuring quality customer service.
The company must have effective communication procedures that will allow them to avoid problems such as duplication of information, misunderstandings, confusing orders or misinterpretation.
A correct communication method promotes a good organisational climate and contributes positively to the productivity of the company.
Leadership is defined as the ability and authority that a person or group has to positively influence other people or groups – either through formal or informal authority. It should have an impact on the achievement of certain goals and achievements by the people under such leadership.
It should be seen at different levels of the company, and management should positively influence employees to achieve their goals.
From a management level, leadership is focused on achieving business goals. Some activities that can be implemented are:
Creating taskforces has a positive effect on company efficiency. Teamwork creates a number of synergies (sum of experiences, skills and abilities) that benefit the company.
It is important for the group to define its own objectives and responsibilities, as well as choosing a coordinator among the members.
Beyond technical training for performing their tasks, it is essential that your staff members know how to treat customers.
Your employees can facilitate optimal customer care with the following:
Information and training makes employees feel secure and confident in their roles. Your employees need thorough knowledge of your company – its products and services, its competitors, the market dynamics, and the kind of customers you are targeting. This kind of knowledge will add credibility to your business.
Your team can achieve this knowledge in a variety of ways, such as:
You should employ team members with the right skills and qualifications to do each job. Every team member should be trained in customer service and should continue to develop their skills in this area over time.
Staff in contact with customers should be communicative, friendly and polite. They should be able to respond positively, even when faced with criticism or customer complaints.
Customer service takes the form of direct communication, as well as two-way communication that usually takes place face-to-face.
As employee/client communication is typically repetitive, you could easily create a ‘communications protocol’ that can be followed by the whole team.
This protocol should include the following tips:
Your staff image reflects your company image. A ‘personal image guide’ will help your team to create a style representative for the company.
Clients can sometimes judge a company based on the appearance of its staff, so it is important to pay attention to physical appearance, including clothing. The following may be useful:
The gestures you use are very important and convey a lot of information. Used correctly, they will contribute to your positive image and give your customer a good impression.
Try to avoid:
Staff should adopt a natural attitude, maintain friendly eye contact and use a warm, confident voice. They should smile, introduce themselves and be welcoming.
New technology has created opportunities for tourism businesses to build better relationships with customers. For example, there are many tools available to help you:
Customer relationship management (CRM) systems, quick response (QR) codes and near field communication (NFC) technology can help you optimise customer service.
CRM systems help you manage your customer relationships by providing in-depth information about them. They help you to get to know your clients’ tastes, needs and requirements, so that you can adapt your products and services accordingly. A successful CRM system will require the involvement of your whole team, as well as a regularly updated database.
QR codes enable you to store information in a place that’s easy for customers to find, and which can be read by a smartphone or tablet. QR codes can store anything from websites and files to images and videos.
NFC technology uses short-range high frequencies to send large volumes of information to nearby devices, without the need for physical contact or an internet connection. It can be used to: