VUSSC/Content/Tourism/Customer Care/Importance of Internal Policies and Procedures

IMPORTANCE OF INTERNAL POLICIES & PROCEDURES TO CUSTOMER SERVICE EXCELLENCE

Many organisations/agencies have well-defined policies and documented procedures for the different processes/stages/steps involved in the delivering of services. Procedures affect the quality of services provided. These procedures not only assist us in our work but also ensure that services are provided in a consistent and fair manner.

Procedures are often subject to review in line new requirements and changes. As a tour guide, it is important that you are familiar and up-to-date with the procedures that govern the delivery of services in your organisation/agency.

Your agency may be having a number of procedures including the following:

• Procedures for managing customer records

• Procedures for answering telephone

• Procedures for dealing with enquiries

• Procedures for handling financial transactions

• Procedures for medical urgencies

• Procedures for complaint handling