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8/12/2019 Tourism Ph 2
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Customer Service forGovernment
Professionals
Ma. Gina S.M. Garcia
DEPARTMENT OF TOURISM
4 July 2013
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1.Smile a lot
2. Control negative
emotions
3. Are grateful
4. Have many good
friends
Are you happy?
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5. Have an adequateincome
6. Have respectable jobs
7. Have a purpose or
objective in their lives.
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“ When you are happy at work, you’ll
never have to work another day.”
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NEW ROAD FOR PHILIPPINE TOURISM
(2010-2016)
• The Department of Tourism
development plan indicates that
that tourism in the Philippines willnot only focus with our great
beaches and historical
landmarks, it will also include
product development and
improved services.
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NEW ROAD FOR PHILIPPINE TOURISM
(2010-2016)
• Shopping and food tourism
will be enhanced. DoT is
positive for the outlook ofthe industry and ultimately
stated that the Philippines
has great potentials in
becoming a food hub in Asia, much like what
Vietnam and Thailand did.
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• Shopping in the country
also showed hugepotentials 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.
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• The victory of the UST Singersfor being crowned twice as theChoir of the World has alreadyhelped the country in attractingmusic students, specially thosefrom Europe.
• The world is now recognizingthe Philippines as a hub forsports learning (sports tourism) and culture as the country
positioned itself as one of thebest in the sports like boxing,billiards, chess and bowling.
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• Medical tourism on the other handis already an established body in
the industry. But the DoT suggeststhat the medical tourism industrywill experience a great change andincreased exposure with the set of
programs they are planning.• But, as the department secretary
suggested, tourism is not just aboutnumbers and revenues.
• It's also about Quality, Value and aGreat Experience.
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1. To feel welcomed
2. To be treated with
respect and courtesy
3. To be assisted
Tourist Expectations
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4. To feel safe
5. To be given thefair treatment
6. To get proper help
Tourist Expectations
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Customer Service Defined
“Activities which will
ensure touristsatisfaction by
addressing their
concerns”
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Real Customer Service Defined
“The effort,
dedication andcommitment to
exceed
expectations”.
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Who are your Customers?
External:
Individuals, Families,
Foreigners, Couples,
Groups
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Who are your Customers?
Internal:
Suppliers, Supervisors and Co-workers
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Importance of
Customer ServiceTOURISTS
Make
or
Break
a COUNTRY’s image.
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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
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1.Highly regarded
2.Earn revenue for the
government.
3. Provide
Employment .
Made Countries
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4. Manifest goodwill
5. Further providegood products and
services.
Made Countries
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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.
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1. Stagnate anddeteriorate
2. Create unrest andunemployment
3. Displace families4. Add to Criminality
Broken Countries
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EXCELLENT CUSTOMER SERVICE5-Step Procedure:
1. GREET
2. EYE CONTACT with a
SMILE
3. OFFER service
4. DO the service
5. THANK sincerely
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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
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The value of a man should be seen in
what he gives and no t in what he is able
to receive. Only a li fe l ived fo r o thers isa l i fe worth l iv ing . –
Albert Einstein