VUSSC/Content/Tourism/Customer Care/Summary of Unit 5

SUMMARY

We have looked at the different requirements for customer service excellence were discussed. These relate to the knowledge, skills, attitudes and the service delivery environment.

A sound knowledge of the organisation, the services and the delivery procedure is critical. We also looked at the importance of effective communication skills and people skills in service excellence.

A number of activities were provided in the learning materials. These were meant to help you develop and enhance your communication skills. Effective communication skills along with interpersonal skills form the basic competencies for customer service excellence.

Customer service excellence is more that the quality of the service. It has to do with the people providing the service and the way they treat the customers. A friendly and caring approach are what our customers look to.

In Unit 6, we shall examine the importance of effective customer relationship on service excellence through solving customer service problems and handling customer complaints effectively.