Tourism Business as the World’s Largest Industry and Employer

Customer Service

Customer service is the provision of service to customers before, during and after a purchase.
Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.
Customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement.

Instant Feedback

Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading travel companies invites passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.

Body Language

Body language is a form of non-verbal communication involving the use of stylized gestures, postures, and physiologic signs which act as cues to other people. Humans, unconsciously, send and receive non-verbal signals all the time. The technique of 'reading' people is used frequently. For example, the idea of mirroring body language to put people at ease is commonly used during interviews and deals. Mirroring the body language of someone else indicates that they are understood.

Examples list

• 
  Put your hands on your knees: indicates readiness.
  
• 
  Put your hands on your hips: indicates impatience.
  
• 
  Lock your hands behind your back: indicates self-control.
  
• 
  Lock your hands behind your head: states confidence.
  
• 
  Sitting putting a leg over the arm of the chair: suggests indifference.
  
• 
  Legs and feet pointed to a particular direction: the direction where more interest is felt.
  
• 
  Crossed arms: indicates submissiveness.