Customer Service for Government Professionals

1. Customer Service for Government Professionals Ma. Gina S.M. Garcia DEPARTMENT OF TOURISM 4 July 2013

2. Are you happy? • Smile a lot • 2. Control negative emotions • 3. Are grateful • 4. Have many good friends

3. 5. Have an adequate income 6. Have respectable jobs 7. Have a purpose or objective in their lives.

4. “When you are happy at work, you’ll never have to work another day.”

5. New Road for Philippine Tourism (2010-2016) • The Department of Tourism development plan indicates that that tourism in the Philippines will not only focus with our great beaches and historical landmarks, it will also include product development and improved services.

6. New Road for Philippine Tourism (2010-2016) • Shopping and food tourism will be enhanced. DoT is positive for the outlook of the industry and ultimately stated that the Philippines has great potentials in becoming a food hub in Asia, much like what Vietnam and Thailand did.

7. Shopping in the country also showed huge potentials in boosting tourism as the country houses some of the world's biggest malls. • Other tourism centers being studied for high potential are music, medical and sports tourism.

8. The victory of the UST Singers for being crowned twice as the Choir of the World has already helped the country in attracting music students, specially those from Europe. • The world is now recognizing the Philippines as a hub for sports learning (sports tourism) and culture as the country positioned itself as one of the best in the sports like boxing, billiards, chess and bowling.

9. Medical tourism on the other hand is already an established body in the industry. But the DoT suggests that the medical tourism industry will experience a great change and increased exposure with the set of programs they are planning. • But, as the department secretary suggested, tourism is not just about numbers and revenues. • It's also about Quality, Value and a Great Experience.

10. Tourist Expectations 1. To feel welcomed 2. To be treated with respect and courtesy 3. To be assisted

11. Tourist Expectations 4. To feel safe 5. To be given the fair treatment 6. To get proper help

12. Customer Service Defined x “Activities which will ensure tourist satisfaction by addressing their concerns”

13. Real Customer Service Defined “The effort, dedication and commitment to exceedexpectations”.

14. Who are your Customers? External: Individuals, Families, Foreigners, Couples, Groups

15. Who are your Customers? Internal: Suppliers, Supervisors and Co-workers

16. Importance of Customer Service TOURISTS Make or Break a COUNTRY’s image.

17. Made Countries

18. International tourist arrivals by country of origin in 2012

19. Made Countries • Highly regarded • Earn revenue for the • government. • 3. Provide • Employment.

20. Made Countries 4. Manifest goodwill 5. Further provide good products and services.

21. Broken Countries

22. Broken Countries • Stagnate and deteriorate • 2. Create unrest and unemployment • 3. Displace families • 4. Add to Criminality

23. EXCELLENT CUSTOMER SERVICE 5-Step Procedure: 1. GREET 2. EYE CONTACT with a SMILE 3. OFFER service 4. DO the service 5. THANK sincerely

24. HANDLING COMPLAINTS 5-Step Procedure: 1. CLARIFY and LISTEN to the complaint 2. APOLOGIZE for the inconvenience 3. DO the service 4. FOLLOW-UP if service is acceptable 5. THANK sincerely

25. ACTIVITY II

26. The value of a man should be seen in what he gives and not in what he is able to receive. Only a life lived for others is a life worth living. – Albert Einstein

27. Thank you!