Improving Customer Service in Outdoor Industries: Strategies and Trends

SISXCCS002 Coordinate client SISXCCS002 Coordinate client service activities service activities

Nine Principles of quality customer service 1. Attracting new customers costs more than retaining old ones 2. . Customer service costs real money 3. Understand your customers needs and meet them 4. Good process and product design is important 5. Customer service must be consistent 6. Employees are customers too 7. Open all communication channels 8. . Every customer contact is a chance to shine 9. People expect good customer service everywhere

Outdoor Recreation and Adventure Tourism are service industries Discuss what this means Refer to resources regarding service standards. How do these relate to the outdoor and adventure tourism industries

Keeping current with service changes Standards and expectations are always changing. What can affect or make these changes necessary? How can you stay current with the trends within the service industry ? Brain storm

Common environment changes Common environment changes Economic climate Competitive environment New technology or equipment Trends in customer service preferences Management changes or organisational structure change Recruitment practices

How can we research our customer service How can we research our customer service 1. Analyse the competitive environment and industry trends 2. Customer service surveys 3. Customer focus groups 4. Qualitive research 5. Quantitative research 6. Seek feedback from colleagues 7. Questions to customers (Class discussion When would each be appropriate give an example)

Schemes, accreditations and codes of conduct Refer to resources link AFTA (Tourism) List anything regarding improvement for customer service Can you think of any other links

Consumer protection laws (ACC) The ACC (Australian Consumer Council) lists a number of laws and regulations to protect consumers and to guide businesses as to the responsibility they have towards customers. These include areas of: Charging cancellation fees Increases in prices Refunds Supplying or providing what you advertise or promote Formatting and the content within policies and procedures Refer to resources link

Training staff in customer service Businesses have a vested interest in ensuring that their staff are current in the practices and standards that the business expects. They need to provide their staff with copies or access to customer service standards Discuss updates, changes or issues in staff meetings or Distribute news letters or information regarding changes or issues Provide staff training Provide opportunities for staff to give feedback and discuss issues or make suggestions

Components of organisations policies and procedures to ensure quality customer service Acknowledging and greeting customers Prompt and appropriate handling of complaints or disputes Setting levels of authority at different levels to deal with complaints or issues Loyalty programs Staff and work place presentation Pricing guarantees Product quality Refunds and cancelations Response time expectations Staff training (customer service and technical skills)

Methods of implementing Quality Customer Service Involving staff in the development of customer service practices Monitoring and continuous improvement Evaluating both staff and customers feedback

Assessing the effectiveness of customer service practice Examine the overall business performance If the business is not performing as well as it could be this could be a reflection on the service being provided: Are the staff trained or is there an issue face to face/telephone/replying to emails/product knowledge Is there a technology issue. The booking system is clunky and not user friendly, its difficult to navigate, phone system doesn t have enough capacity, you have no out of hours phone assistance Is the product not providing what it said it would, have staff experienced the tour or activity and able to sell or promote it confidently and competently

Monitoring the ongoing effectiveness Have staff been trained and are they following the policies If not why not? Is the policy out of date, unclear, too restrictive ? Are the policies and procedures current and in line with trends Are the practices and the technology current and able to cope with demand Reviewing the number and nature of: Complaints Disputes Client responses Are there any recurring issues Are their staff members or particular practices that are common

Reviewing customer surveys Are there similar complaints or accolades Are you asking the right questions to give you the right answers Are you getting enough of a response