Customer Service for Government

Professionals

Ma. Gina S.M. GarciaDEPARTMENT OF TOURISM

4 July 2013

1.Smile a lot

2. Control negative emotions

3. Are grateful

4. Have many good friends

Are you happy?

5. Have an adequate income

6. Have respectable jobs

7. Have a purpose or objective in their lives.

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

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.

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.

• 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.

• 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.

• 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.

1. To feel welcomed

2. To be treated with respect and courtesy

3. To be assisted

Tourist Expectations

4. To feel safe

5. To be given the fair treatment

6. To get proper help

Tourist Expectations

Customer Service Defined

“Activities which will ensure tourist satisfaction by

addressing their concerns”

Real Customer Service Defined

“The effort, dedication and commitment to

exceed expectations”.

Who are your Customers?

External:

Individuals, Families, Foreigners, Couples, Groups

Who are your Customers?

Internal:

Suppliers, Supervisors and Co-workers

Importance of Customer Service

TOURISTS

Make

or

Break

a COUNTRY’s image.

Made Countries

International tourist arrivals by country of origin in 2012

Rank CountryInternational

tourist arrivals

1 Korea 855.863 2 USA 687.069 3 Japan 286.995 4 China 254.364 5 Australia 184.985

6 Taiwan 156.458

7 Hong Kong 153.555 8 Singapore 151.887 9 Canada 116.243

10 United Kingdom 106.860

1.Highly regarded2.Earn revenue for the government.3. Provide Employment.

Made Countries

4. Manifest goodwill5. Further provide

good products and services.

Made Countries

Broken CountriesCOUNTRY PRESENT CONDITIONS

1. IRAQ Kurds are hostile and venturing into the Sunni Triangle and going there is like taking your life with your own hands.

2. AFGHANISTAN This country is one of the top most dangerous countries in the world. A few years ago two Japanese teachers were killed after venturing into the wild southern regions. Many parts of Afghanistan are falling back under the sway of extremists.

3. SOMALIA They have no central government and that has been happening since 1991. Traveling there requires your own heavily armed guards.

4. SUDAN The ongoing tension with the government and rebels is what makes this country one of the most dangerous. Not to mention the government backed genocide. Murder and rapes are the two most common things that one can face in Sudan especially if you are in the area of Darfur.

5. INDONESIA Not a dangerous country but there are so many elements of danger that it made the top 10 list. A few years ago there was the Bali bombing and also the Tsunami hitting. Journalists are usually the targeted people.

1. Stagnate and deteriorate

2. Create unrest and unemployment

3. Displace families4. Add to Criminality

Broken Countries

EXCELLENT CUSTOMER SERVICE5-Step Procedure:

1. GREET

2. EYE CONTACT with a SMILE

3. OFFER service

4. DO the service

5. THANK sincerely

HANDLING COMPLAINTS5-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

ACTIVITY II

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

Thank you!