VUSSC/Content/Tourism/Customer Care/Unit Summary

SUMMARY

In this Unit we introduced you to the concept of customer service excellence. This is about delighting your customers, surprising them by exceeding their expectations. We also touched briefly on some aspects of quality systems with respect to the tour guiding services. Many aspects of total quality management principles and the ISO principles are quite relevant for customer service excellence.

We looked at the various dimensions of customer service excellence and examined it from four different relevant perspectives in this area. It has also been pointed out that the challenge is the creation of a service excellence culture where every tour guide is empowered to make the difference!

Customer service excellence means anticipating change, creating change, adapting to change and managing change to delight customers.

Why customer service excellence? This is what we see in the next Unit.