Customer service

1. What do you see as most reward part of customer service ?

- Chance to know and learn from many people - Opportunity to enhance skills and flexibility - Gain time management and problem solving skills - Build up relationship and network

First change that you had seen in customer's service

a. Facility : more modernize b. Technology : it takes less time, comfortable, and more reliable data storage c. Competition : each companies are competing to serve memorial and excellence service to guests with tone of works start from staffs training, facility upgrading, service advertising

What is the big challenge with customers?

a. To make customer feel or say ' WOW' b. Serve many people at once c. Cannot fulfill every customer's needs d. Dealing with some toxic or aggressive customers e. Culture shock and complexity

3. What are ten rules for customer satisfaction?

- First impression: face to face , and virtual impression. It is an important stage in which we can capture our customer's attention, and impression which customers can feel good about us at the first place. - Warm welcome: the key to successful attraction - Stars of the show: as service provider is main part of the show, our presence can bring the attraction alive. - Appearance: neat and well-grooming, friendly and welcome, willing to serve - Ask and use the customer name: try to call their name, so they feel closed and ease - Friendly , fun, fun: smile, and show them we are happy at work - Be well-prepared: with the knowledge of service or product and the area around, or some facts of our town , and also prepare for any unexpected, or emergencies - Litter: is everyone's problem, so take pride in your site - Winning team: work best together and use the talents to the best.

11. Elements of Good Customer Service :

- Product Awareness: base of understanding of both the company and its reputation amongst customers, as well as detailed knowledge of the company's services/products. - Attitude: attitude is everything, customer service position, in-person or by phone, a friendly and patient attitude is important. - Efficiency: Customers value a prompt, effective response. - Problem-Solving

2. Why customer service is important for a company?

Because a company cannot run without customers as it is a major source of profit and income. When a company maintain a good customer service, they can generate major source of income. Where the customers happy or satisfy with the service, they can return or even bright back their family or friends, and business partners to purchase the service. For instance, currently Facebook has done a well job on providing great customer service for the online stores. For my individual experience, I am truly satisfy with them since the platform is easy, the cost of using is low and the result is quite great where I can see the results of what I spent on online marketing within a minute. Furthermore, they provide online courses with materials, videos, and tutors for supporting. Using the Facebook to my family online store is not require me a background of digital marketing at all, and most importantly I can simply use the platform in less than few hours. Their service is way easier if compare to Google.

Describe brief the external customer, the internal customer, and standard performance.

• The external customer • Commitment to excellence service • Build strong and good relationship with customers • Make our services and products meet customers defining needs and expectation • Offer the services and products in a way that consistently reach the expectations • Open up for the formal and informal feedback

7. Why do we need to study customer service?

Because it plays an important role in our everyday life. To me, customer service is not only a course for us to study to serve the customers, but it is a part of interpersonal communication in which we need as we cannot avoid interacting with other people. Furthermore, it bring benefit to us personally, professionally and socially by letting us know how to interact better and build a good relationship among others. Beside this, as Siem Reap is one of the top travel destination in Asia where few million people visiting us each year, study customer service help us to serve better. At the same, is to improve our standard of service in hope to gain more and more tourists to visit our country if compare to Vietnam or Thailand. Personally, I really hope Siem Reap can reach the standard service in ASEAN within the next five year since we have the potentials to reach it as we have been emphasized, training, improving the processes of our service.

4. What are benefits of good customer service?

Good customer service can earn customer's satisfaction, and customer loyalty of which they probably return to use our services again or at other destinations of our brand. Furthermore, they possible bring back their family, friends, or at least to share positive feedback about our company or service in which it leads to increase sales and credibility for a long term success.

Building rapport

In my own view, I think it is a way we make customer feel like home away from home while they are using our service. As working In tourism, majority of customers are likely to have fun, relax and learn. So, each time I have a chance to serve them I try to keep things short and simple. The motto of my serving service is to treat customers as our family but with a limitation of being professional. Put ourselves into customer shoes, try to see from their view. Always be positive, opened minded, and welcomed or even remember their little things such as the customer's name and try to call their name as often as possible, notify about their interest like they like to try local foods, drink coffee at noon, or this trip is for self-learning. Be nice and helpful as much as possible.

10. What role does empathy play in customer service?

There are many elements of customer service are the root of empathy. Being able to put ourselves into customers' shoes it help us to feel ours customer's need , and their view in which help us to know and serve them better toward their need and desire. For instance, I remember clearly on the first day I worked as the assistance of operation manager when the manager had a emergency task that require her to flight to Vietnam last minute. I got a complain call few minute before my mid-term exam. A man named- David got very angry and upset that no one pick him up from the hotel for his tour and had been waited for more than an hour. On the call, he were so mad, and told me : " the tour needed to be arrange by today". My decision was to get on my motorbike and went straight to his hotel. I was there about 20 minutes after the call. I was there and he ignore to meet me and said the company must compensate him by conduct the tour by today for free. I sat at the lobby, and await for him and ask the front desk to call him that we were going to arrange it for him. So, we went to for the tour at lunch time with our last minute arrangement. On tuk tuk, he didn't even say a word or to look at me, but I tried to get into the topic after telling him about the general fact of Siem Reap and lifestyle of Cambodian. Since, then he started to response that his only plan for any traveling is to do fishing at least once. It remind of his childhood, and late relatives. So this tour is very important for him. So, when we arrive our destination for fishing, we were try to lets him experience as much as he can, and we extended our tour hours which I was walking along with him to carry the fishes that caught the whole time. At the end we cooked and eat together with the kids that involved in our activities. Finally, he started to talk and be friendly, and he told us that is what he has been wished for. On the way back, he decided to pay for our tour, and satisfy with our service. So, after this experience, I have learnt " empathy " plays an important role in customer service.

1. what advice related to customer service do you have for anyone seeking or continuing in customer service environment ?

a. being extrovert and friendly are an advantage b. Keep it simple stupid: be knowledgeable and provide clear information about the products or services c. Put oneself into customer shoes and be a good listener d. be confidence, humble e. Well grooming and positive attitude f. good problem solving and leadership skills g. Be opened minded , willing to learn new things

1. What is customer service?

customer service is an important act of providing, supporting, and dealing with customers. There are many element of skills and knowledge that we need as a guidance to have in order to response customer's need, desire or even complains in hope to earn the customer's satisfaction. It has an important role in company , organization , public service where it contact direct contact ( face to face ) , or indirect contact. Due to current situation of the pandemic, customer service is mostly formed virtually. For instance, about over a year and half of converting my family's physical store into an online store. Almost all of the services are delivery online. Customers purchase online, and we communicate and serve them online via many online platform as long as it comfortable for our customers

9. What do you think about typical day in a Customer Service representative's life? • Here are the daily activities of a Customer Service Agent:

• Answering phone call • Response to email • Time management • Guest or team work reminder • Resolving customer's issues • Dealing with mismanaged payments • Providing customers with relevant information Encourage guests to select the right

Describe brief the external customer, the internal customer, and standard performance.

• Delegate the roles and responsibilities clearly and precisely • Have a regular meeting and training with up to date information • Having a good engagement Evaluate the employee satisfaction ( listen to them )

Describe brief the external customer, the internal customer, and standard performance.

• Developing operational standards • Implementing the standards • Evaluating the standards • Improving the standards

6. What is excellent service?

• Excellent service is earning customer's satisfaction and make them remembers with our whole service providing from the start. I would like to share the experience from my previous working place- Backstreet Academy ( enterprise tour company providing tour destinations and also short course of arts and activities of mostly require few hours). First, before getting service, the company have a friendly and easy website platform for the company to make the reservation or even to access the information about the tour details. Our platform recognize all type of online payment from visa card to paypal. • Second, during using our services, we made our guests feel warm and closed by having platform where guests can simply reach us directly for any further assistances such as reschedule the time, or talking directly with their tour guide of what they prefer. Furthermore, we were ensure the team members are well prepared. Our tuk tuk drivers know where to pick up our guests with the details of guest's name and room number. Beside this, our workshop where our guest supposed to be had been always ensure it neat, clean, and welcome. Our guides and facilitators are knowledgeable and well trained. Most of the time, our team become guests' friends after office hours. At the same time, we are also try to remember our customers' details such as they are attended one of our course to celebrate their anniversary. So, all team that involve in the tour conducted a surprise for them or if we were not able to do so, we passed the information to our team in other destination that our customers were supposed to travel to. • Third, after using our services, we have our customers information on our platform where we can recognize them ,and offer after service such as discount coupon for the next destination or offer a special treat for massage or a unique gift according to their interests. Overall, in my own definition of providing an excellent service is earning guest's satisfaction and create a memorable life experience for them. It cannot be achievable without the good environment of our internal customers with the involving of love and passion for their work in customer service.

5. Customer service in action

• Keep it simple and easy : since the customers are mostly seek for something easy and simple • Put ourselves into customers shoes • Positive body language( well behavior such not talking on the phone while serving) • Active listening: able to know and understand customer's messages • Be friendly and professional: treat customers as our family but professional • Problem solver: offer solution not explanations • Stay calm, empathy, and sympathy Be willing to serve, assist , and support