Roles and responsibilities of customer service staff
Roles and responsibilities of customer service staff
Understanding the Job Role
- Customer service staff provide essential support to visitors within the travel and tourism sector.
- They act as the first point of contact for the public, providing frontline services to guests, travellers and tourists.
- Those employed in this role must have a comprehensive understanding of their employer, the services offered, and their target audience.
Delivering High Quality Customer Service
- Delivering high quality customer service forms the heart of a customer service staff member’s duties.
- They ensure a smooth and enjoyable visit for each guest, handling enquiries, and resolving problems swiftly and efficiently.
- Part of this role involves conveying important information to the public, such as travel times, tour details, rates and facilities.
Relationship Building
- Effective relationship building is a key responsibility of customer service staff.
- This involves developing a rapport with guests, building trust, and encouraging repeat business.
- To achieve this, staff need to demonstrate empathy, patience, and adaptability, adapting their communication style to suit a variety of individuals.
Dealing with Complaints
- All customer service staff must be prepared to deal with complaints in a positive and professional manner.
- Problem-solving is essential in this role, swiftly addressing issues to maintain customer satisfaction.
- Clear, calm, and patient communication is needed to resolve complaints, together with a genuine willingness to listen and take appropriate action.
Understanding and Adhering to Company Policies
- Following company policies ensures the organisation meets its legal requirements and promotes a consistent service.
- Each staff member should have a thorough understanding of the business’ policies and procedures and implement these in their daily work.
- This may involve adhering to health and safety rules, following data protection laws, and implementing company-specific procedures concerning customer complaints and refunds.
Customer Education
- One of the roles of customer service staff is to educate customers about the products or services the company offers.
- This can also involve imparting unique industry knowledge, such as travel tips, safety guidelines or local tourism insight.
- Clear and effective communication is crucial to successfully educating the customer and enhancing their overall experience.
Professional Development
- Continuous professional development helps to ensure service staff remain up to date with industry standards and are able to meet the changing needs of customers.
- This may involve participating in training programs, seeking feedback to improve performance, or gaining proficiency in different areas of the business.
- These development opportunities can lead to growth both within the role and the wider travel and tourism industry as a whole.