Diploma in Tourism Management

DUSMAHOMED Goolamally 2012

Factors required for attainment of service quality. Market and customer focus When customer needs are met, then the customer is generally satisfied. To satisfy the: service must deliver what is promised i.e. it must be of good quality sales and promotional activities need to create a positive experience for the customer. after-sales service should also be positive and appropriate Customer expectations of good customer service also play a part in customer satisfaction. These expectations typically include factors such as: Empowerment of front line staff Empower frontline staff to solve client problems on the spot. When frontline employees hesitate to make the independent decisions related to critical thinking they may feel unconfident. They must be supported and guided by managers. There must be proper training, motivational plan and authority must be given where needed. Well trained and motivated staff According to nature of work and staff competencies training must be offered so that staff are up to date. Once employees mastered their job, keep them motivated and growing by cross training. Employees will be more valuable to the company and feel better about themselves. When these employees are promoted, they will be better managers because of their higher skill levels and broader view of the company. III. II. I.

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Diploma in Tourism Management

DUSMAHOMED Goolamally 2012

IV.

A clear service quality vision There must be clear vision of service quality within the organization. If ever

service quality service quality has not been clearly defined to employees by a clear vision, everyone can have their own interpretation of service quality. Lack of vision increases variability experienced by customer. A service organization may be set up originally to provide a focused service to a limited customer base but through time with the evolution of the organization, new staff is taken on who may not share or simply not aware of the original vision of the organization and in long-term there will be many versions of the organizations purpose.

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