VUSSC/Content/Tourism/Customer Care/Summary of Unit 4

SUMMARY

In this Unit we discussed the importance of planning for customer service excellence. Excellence is not achieved by coincidence or by luck. It needs to be planned feeding in with accurate and up-to-date information on customers.

We examined different methods of gathering customer information. Our planning activities must be aligned with the mission, goals and objectives of the organisations. Customer service excellence implies “towing best practices” – hence the importance of benchmarking.

We are now ready to move on to the next Unit - Delivering of customer service excellence