CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

Quality customer service means different things to different people. We can not assume everyone of employee understands how to provide “quality” customer service the way trainer or executives or human resource intend it to be. It is their responsibility to teach front-line staffs and all customer service providers your company’s quality customer service’s standards. (Haneborg, 1998)

It is important to invest in continuous quality customer service training for everyone. Organization should provide all employees with continuous education on customer service. Don’t stop with one session. If customer service is important to company in the market, company has to be sure staff members attend annual refresher or advance courses, whatever it takes to ensure consistency and quality.

In hospitality industry, achieving outstanding customer service requires much time, energy and money in the customer service training and call center performance and service enhancement areas. (Kelley, 1999) Professional and courteous customer service does not just happen. It requires a company commitment with training extended to all departments and all levels of the company. Training must be an ongoing commitment. Regular and comprehensive measurement of performance and customer attitudes is central to maintaining the commitment.