CUSTOMER SERVICE HANDBOOK - Nunavut
CUSTOMER SERVICE HANDBOOK
A handbook for your community
? Hans G. Pfaff
Nunavut Tourism
1
Customer Service Handbook
Nunavut Tourism
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Customer Service Handbook
? Christian Kimber
Table of Contents
4 Introduction
6 For the Owner, Manager and Supervisor
7 Creating Good Customer Service Standards
9 Elements of a Good Training Program
10 Customer Service Standards - Communications
13 Customer Service Standards - Housekeeping
14
Customer Service Standards Restaurant/Dining Room
16 Customer Service Tips - For outiftters
17 The Hallmark of Hospitality
19 General Dos and Don'ts of Hospitality
20 How well do you know your community?
21 What to do when a customer complains?
22 Conclusion
Nunavut Tourism
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Customer Service Handbook
Introduction
The person on the receiving end of your company's product and service is often referred to as "customer," "guest," "client," "tourist," and "visitor." One thing is certain; these people are looking for a quality experience from the beginning. In fact, they are expecting it! If their expectations are not met, they become disappointed and often take their business elsewhere. So we can clearly see that quality does have value.
Quality is a process. There are performance standards that must be in place. These must be communicated and implemented at all levels in the establishment. They require leadership from the manager or owner. These customer service standards need to be monitored, reviewed, and updated regularly.
Customer expectation must be recognized and acted upon. Ask yourself if your definition of quality is the same as what the customer expects. Our customers are educated, perceptive and demanding. When they make a reservation, order a meal, book a guided trip, or check into a room, they have certain expectations. You must identify whether you are falling short, meeting or exceeding their expectation of quality.
Your success is built on how well you deliver!
This customer service handbook attempts to provide tips, popular dos and don'ts, helpful hints, and checklists as well as proven best practices in a customer setting. It addresses the view from management, staff and the customer and their role in the chain of the Quality Service Experience.
Nunavut Tourism
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Customer Service Handbook
A Customer is:
uuThe most important person we do business with uuNot dependant on us; rather we on him/her for
their business uuNot an interruption of our work but the purpose for it uuA person who expects satisfaction and value for
money spent uuAn educated consumer who is aware of your
competition uuA person who should be treated with respect and
cared for to the best of your ability, no matter who they are uuA person to build a future with uuA source of information to help improve our business uuA pleasure to serve uuAn opportunity, not an imposition uuHandle delicate situations with common sense. uuBe sensitive to special needs. uuBe an honest person. uuTake responsibility for both good and bad service. uuTreat all customers equally.
? Fritz Mueller
Nunavut Tourism
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Customer Service Handbook
For the Owner, Manager and Supervisor
Two of the biggest downfalls of customer service training are that the subject is either swept under the "welcome mat" or it is treated as a special training event only.
Hospitality operations are particularly aware of the challenges. Due to the nature and diversity of most operations, and other factors such as budget and time constraints, there just never seems to be any time or money allocated for this purpose.
The importance of creating successful customer service standards cannot be overemphasized and relies upon the initial implementation of the ideology. Training is crucial, and perhaps the most difficult step is maintaining and monitoring the customer service process and results.
? Lee Narraway
Nunavut Tourism
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Customer Service Handbook
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