According to Alan Collier (2011), good customer service is a critical aspect of a quality product. In order to meet the tourism marketing idea of "meeting and exceeding customer expectations", customer service needs to be consistent, continuous, thoughtful and available. Staff who contribute service need to have appropriate skills, knowledge and attributes to perform their jobs to the best of their ability. Alan Collier goes on to identifying listening skills, punctuality, courtesy, integrity and grooming as specific skills and qualities needed to maintain a consistently high level of quality customer service.
In another text I researched, the skills that were outlined by Alan Collier are reflected in a travel text written by Parasuraman, …show more content…
From a New Zealand perspective a customer should expect the service provider to have clean, attractive and easy to find facilities. All the tools and equipment used should be serviced and well maintained to be safe. Also printed and visual materials must be clear to read and easy to access. An example of this in the New Zealand tourism industry would be the Huka falls Jet boat ride in Taupo. The jet boat is tangible as customers get to touch it so it should be clean and serviced up to the health and safety regulation standards. The experience is intangible as you can 't touch the experience. Another example is hotel facilities such as a pool and amenities in the rooms like a bed. These facilities would be cleaned and serviced regularly by well groomed and uniformed staff. There would also be up to date visual material that are easy to read and understandable for all types of …show more content…
Staff within the tourism industry need to have excellent product knowledge, be well trained in company polices and procedures and to deliver the service in a way that reflects well on the company they work for and in general New Zealand. An example of this in the New Zealand tourism industry is AJ Hackett Bungy. Staff have to be able to earn their customers trust especially since they will be jumping of a bridge/platform. The AJ Hacket Bungy staff will need to have excellence skill in assuring customers it is safe and by putting into practice all the safety regulations that they would have been trained in to assure customers are and feel confident enough that they are
In another text I researched, the skills that were outlined by Alan Collier are reflected in a travel text written by Parasuraman, …show more content…
From a New Zealand perspective a customer should expect the service provider to have clean, attractive and easy to find facilities. All the tools and equipment used should be serviced and well maintained to be safe. Also printed and visual materials must be clear to read and easy to access. An example of this in the New Zealand tourism industry would be the Huka falls Jet boat ride in Taupo. The jet boat is tangible as customers get to touch it so it should be clean and serviced up to the health and safety regulation standards. The experience is intangible as you can 't touch the experience. Another example is hotel facilities such as a pool and amenities in the rooms like a bed. These facilities would be cleaned and serviced regularly by well groomed and uniformed staff. There would also be up to date visual material that are easy to read and understandable for all types of …show more content…
Staff within the tourism industry need to have excellent product knowledge, be well trained in company polices and procedures and to deliver the service in a way that reflects well on the company they work for and in general New Zealand. An example of this in the New Zealand tourism industry is AJ Hackett Bungy. Staff have to be able to earn their customers trust especially since they will be jumping of a bridge/platform. The AJ Hacket Bungy staff will need to have excellence skill in assuring customers it is safe and by putting into practice all the safety regulations that they would have been trained in to assure customers are and feel confident enough that they are