Customer Service

Understanding Customers

• A customer is a person who buys or requires goods or services from a shop or business.
• Customers are people who need assistance, and they are the reason for having a job.
• Anyone who buys or receives a product or service from another business is a customer.

Types of Customers

• Persons with special needs
• Persons from culturally diverse backgrounds
• Children
• Elderly
• Pregnant mothers
• Internal customers (co-workers who need to use services to meet external customer needs)
• External customers (general public and end-users of products)

Customer Service

• Providing a level of care in the form of good behavior, special services, and actions that benefit customers and go beyond their expectations.
• Using voice and facial expressions effectively in customer service settings to create a positive impact.

The Use of Voice in Customer Service

• Avoid raising voice unnecessarily or shouting in customer service settings.
• Use a clear, calm voice to raise concerns in conflict situations.
• Avoid harsh or high-pitched tones, and keep voice steady and level.
• Record messages on a message sheet and respond quickly to messages.
• Respond to messages from callers promptly, and project a professional image.

Promotion of Products and Services

• Promotion refers to the entire set of activities that communicate a product, brand, or service to users.
• The purpose of promotion is to make people aware, attract, and induce them to buy a product.
• Types of promotions include above the line promotions (advertising, press releases, consumer promotions), below the line promotions (trade discounts, freebies, incentive trips), personal selling, sales promotions, and public relations.

What are Products?

• A product is defined as a “thing produced by labour or effort” or the “result of an act or a process.”
• In marketing, a product is anything that can be offered to a market that might satisfy a want or need.
• Products can be classified as tangible (physical objects) or intangible (ervices or ideas).

Goods and Services

• Goods are physical products capable of being delivered to a purchaser and involve the transfer of ownership.
• Services are non-material actions resulting in a measurable change of state for the purchaser caused by the provider.

Types of Products in Tourism and Hospitality

• Tours and Transport
• Conferences and Conventions
• Entertainment infrastructure
• Restaurant facilities
• Food and Beverage services
• Add-on services

Steps in Promoting a Product

• Accurately provide information about products and services to customers.
• Employ selling techniques to encourage usage and purchase.

Pricing a Product

• Calculate the total per-product cost by adding costs such as production time, packaging, promotional materials, shipping, and affiliate commissions.
• Consider the profit margin and desired price range.
• Calculate the target price by dividing the variable cost per product by 1 minus the desired profit margin as a decimal.

Place in Marketing

• The third P of marketing refers to the place where products should be sold and how they should be delivered to the market.
• The goal of place is to determine the best place to get products in front of customers who are most likely to purchase them.

Addressing Legal, Administrative, and System Requirements in Event Management

• Event planners and small business owners must protect their investment by understanding legal requirements and addressing potential legal issues.
• Key legal requirements for event planning businesses include:
  • Paying business taxes, including reviewing common tax pitfalls and setting aside proper tax amounts.
  • Obtaining a business license to avoid business suspension.
  • Creating comprehensive client contracts that cover all bases, including scope of work, payment, and communication.

Legal Issues in Event Management

• Event planners must consider the legal backup plans of clients, venues, sponsors, and partners to ensure coverage in case of issues.
• Key legal issues to address include:
  • Child protection policies to ensure safe and appropriate spaces for children at events.
  • Hired and non-owned auto insurance to cover auto-related issues before, during, or after events.
  • Preparations for event cancellation, including clear cancellation terms in contracts.

Legal Requirements for Venues

• Venues must be prepared for legal issues specific to event needs, including:
  • Obtaining a liquor license to sell alcohol at events.
  • Obtaining a fire department permit for special events that require tents or large outdoor spaces.
  • Obtaining a health department permit for serving food at events, including temporary food facility permits.

Overcoming Legal Issues in Event Management

• Understanding common legal problems and taking proactive steps can help event planners overcome legal issues and ensure successful events.
• Key takeaways include:
  • Always having a contract in place to protect the business and set expectations.
  • Conducting thorough research to avoid business name disputes.
  • Considering legal requirements and backup plans for all aspects of event planning, including taxes, licenses, and insurance.

Event Management

• Event management is the process of effectively planning and coordinating events such as weddings, corporate functions, and parties.
• Planning and coordination are crucial aspects of event management, requiring skills and abilities to be an effective event planner and coordinator.
• Event planners often start in one aspect of special events, such as floral design or catering, and may provide services for events.
• Event management requires strong organizational, budgeting, and creative skills, as well as the ability to interact with various individuals.

Cultural Awareness and Diversity

• Cultural awareness is essential in the tourism and hospitality industries to effectively communicate and deal with customers from diverse backgrounds.
• Culture encompasses religion, food, clothing, language, marriage, music, and more, and varies across the world.
• Types of culture in Jamaica include cuisine, clothing, language, religion, and people.

Jamaican Culture

• Jamaican languages include Jamaican Patois/Jamaican Creole and Jamaican Standard English.
• Cuisine includes dishes such as ackee and saltfish, fried breadfruit, curry goat, jerk chicken, and Jamaican beef patty.
• Traditional clothing includes bandana skirts and head scarves, ruffled skirts and blouses, and dashikis, reflecting African and European influences.
• Religions in Jamaica include Roman Catholic, Anglican, Baptist, Pentecostal, Seventh Day Adventist, and Methodist, among others.
• Ethnic groups contributing to Jamaica's mixed heritage include Taino Amerindians, West Africans, East Indians, English, Spanish, French, Chinese, Asians, and Arabs.

Cultural Diversity and Awareness

• Cultural diversity values the differences between people and recognizes their contributions to a richer environment.
• It encompasses six strands: race, age, gender, sexual orientation, disability, and religious/belief.
• Cultural awareness is the foundation of communication, involving the ability to recognize and understand one's own cultural values, beliefs, and perceptions.

Adhering to Health and Safety Standards

Employers' Responsibility

• Employers are responsible for health, safety, and security procedures, including emergency fire accidents, hazard identification and control, and use of personal protective clothing and equipment.
• They must also ensure safe sitting, lifting, and handling, as well as security of documents, cash, equipment, and people.
• Key control systems must be in place, and suspicious behaviors or occurrences, such as loitering, unusual deliverables, and threatening behaviors by customers, must be addressed.

Responsibilities of Security Committees

• Security committees are responsible for monitoring the property's security plan and programs, suggesting solutions for security problems, and maintaining records on incidents, theft, and vandalism.
• They must also conduct security audits and property inspections, and investigate security incidents.

Breaches of Health, Safety, and Security Procedures

• Breaches may relate to failure to use personal protective equipment, improper lifting and handling techniques, ignoring safety precautions for equipment use, improper disposal of waste, and failure to report and deal with hazards.

Class Activity

• Conduct research on security issues affecting tourism and hospitality enterprises, including theft, security training, surveillance methods, room entry systems, in-room safes, and other issues.

Food Safety

Possible Sources of Food Contamination

• Bacteria
• Fungi (yeast/mold)

Proper Garbage Disposal

• Garbage containers should be emptied daily, have well-fitted covers, and be properly lined.
• Containers should be washed frequently with disinfectant, and hands should be washed after disposing of garbage.

Industry Code and Practices

• Hazard Analysis Critical Control Point (HACCP) is an industry code and practice that includes general hazards in handling food and preventative measures for food poisoning.

Factors Causing Food Poisoning

• Growth and activity of microorganisms
• Chemical changes
• Activity of insects and rodents
• Physical contamination
• Poor packaging

Reporting Hygiene Risk

• Know organization procedures
• Report risk immediately
• Know basic information such as specific place, date, and time when risk was detected, nature of risk, and any action taken.

Storing Food

• Nonperishable (dry food): store in airtight containers, on covered shelves, with good air circulation for shelf storage of bulky items.
• Semi-perishables (food with low water content and dry foods containing fat): store fruits, roots, and tubers in a cool room.
• Perishables (fresh foods): keep frozen foods frozen until ready for use, and store vegetables, fruits, eggs, milk, and soft cheese in the refrigerator.

Identifying and Preventing Hygiene Risks

• Follow the five fundamentals of safe food service: clean hands, clean dishes and utensils, clean food, correct temperature, and healthy persons.

Homework

• Research occupational health and safety requirements, public health act provisions, and food handlers' permits.

Relevant Regulatory Bodies

• World Health Organization
• Bureau of Standards
• Ministry of Health

Class Activity

• Answer questions on applying control procedures in areas such as handling, storing, and cleaning up food-related items.

Event Management

Unit 3 - Implement Workplace Health and Safety and Security Procedures

Occupational Health and Safety Legislation

• Covers record keeping, provision of information and training, regulations and codes of practices in relation to hazards in the workplace, health and safety representatives, and OH&S committees and issue resolution.

Workplace Hazards and Risks

• Fires
• Slips and trips
• Burns
• Equipment failure
• Accidents
• Weather emergencies
• Theft and armed robbery

Guidelines for Identifying Hazards in the Workplace

• Inspect the workplace
• Consult with other staff members
• Check records of injuries and incidents in the workplace

Control Procedures in the Workplace

• Engineering controls
• Administrative controls
• Personal protective equipment

Persons to Whom Reports are Made

• Supervisor
• Manager
• Team leader
• OH&S personnel, such as safety officers

Communicating on the Telephone

Context of Telephone Communication

• Telephone communication can take place in various contexts, such as:
  • Office
  • Reception area
  • On tour, on site, or on mobile phone
  • With customers and/or colleagues

Enterprise Standards for Answering the Telephone

• Telephone etiquette includes:
  • Customer service
  • Quality
  • Security
  • Dealing with suspicious or threatening phone calls
  • Company structure
  • Department roles and functions
  • Products and services
  • Aftersales support information

Importance of Establishing the Purpose of the Call

• Establishing the purpose of the call helps to:
  • Reduce wait time
  • Be an active listener
  • Call the customer by name
  • Mirror their tone
  • Maintain a friendly and consistent tone
  • Smile while speaking
  • Leave the customer satisfied

Reducing Wait Time

• Aim to reduce wait time to less than 20 seconds
• Options to reduce wait time include:
  • Adding more team members to customer support phone lines
  • Offering a callback option

Active Listening

• Active listening involves:
  • Focusing on the conversation
  • Not interrupting the customer
  • Taking notes
  • Responding with a personal touch
  • Avoiding robotic phrases

Personalized Greetings

• Using a customer's name during the conversation:
  • Personalizes the interaction
  • Increases brand loyalty and trust
  • Should be done in a friendly and respectful tone

Mirroring the Customer's Tone

• Mirroring the customer's tone involves:
  • Speaking in a similar tone and language
  • Avoiding casual language or jokes if the customer is formal
  • Matching the customer's level of energy and enthusiasm

Maintaining a Friendly and Consistent Tone

• Maintaining a friendly and consistent tone:
  • Is critical for customer perception
  • Involves using positive language and avoiding negative tone
  • Requires empathy and kindness

Smiling While Speaking

• Smiling while speaking:
  • Makes the voice sound friendly and warm
  • Is appreciated by customers
  • Should be done in a genuine and timely manner

Leaving the Customer Satisfied

• Leaving the customer satisfied involves:
  • Ending the conversation on a positive note
  • Asking if there's anything else you can help with
  • Providing any necessary information or assistance

Do's and Don'ts of Telephone Etiquette

• DO:
  • Smile when talking to people
  • Greet the caller warmly and advise who they are talking to
  • Speak clearly
  • Make the caller feel welcome
• DON'T:
  • Be distracted
  • Shout or whisper
  • Leave the caller on hold for too long

Business Documents

• Business documents record an organization's internal and external dealings, providing essential information for management and transactions with other parties.
• Can have physical or digital forms.

Types of Business Documents

• Contracts: Legally binding agreements between companies, outlining collaborations such as sales, purchases, licensing, and obligations.
• Non-Disclosure Agreements: Safeguard company information by having parties agree not to disclose confidential information.
• Employment Agreements: Outline employee duties, roles, and company obligations, essential for maintaining good relationships.
• Business Plan: A plan outlining company objectives, timelines, and strategies, often requiring thorough market research.
• Financial Documents: Records such as balance sheets, income statements, bank statements, and payroll reports help manage the budget and track income and expenditures.
• Company Policy: A document outlining company policies on subjects such as health and safety, employee conduct, and salary guidelines.
• Business Insurance: Documents outlining insurance policies that protect companies against risks such as business losses, natural disasters, and theft.

Importance of Documentation

• Maintaining organized, accurate, and consistent documentation is necessary and beneficial for mitigating disputes, providing resources, and answering company questions.

Research and Assignment

• Research different business documents, such as reports, memos, letters, and press releases, and provide samples of each.
• Conduct research on document standards and procedures in the tourism and hospitality industry.
• Investigation should include industry quality standards, document requirements, conducting research, and presentation techniques.

This quiz covers the basics of customer service, including understanding who is a customer, their needs, and types of customers.