Reflection about customer service

While I started my career without any knowledge of customer service, I have learned from the mistakes and, having worked in different places, I have also learned from the people around me, bosses or co-workers. When I was at university, I studied general concepts about tourism and I had different subjects but I never studied customer service in depth or how to provide it. I always have tried to be polite, friendly and empathize with the customers but when you do not have enough knowledge or training about customer service, you follow your ethics and your values. By only having a basic idea, you miss customer’s information, you do not know how to handle situations or you do not have the tool of empowerment.  

The theory is always easy but in real life, it is totally different and that is when you must remember all that you have learned and put it into practice. However, there are people who do not practice what they preach, both managers and other employees. 

However, during the course I understood better what customer service is and the importance of giving excellent service. In additional, i now know how difficult it is to retain your customers and create LOYALTY, exceed their expectations and give them a memorable experience - always with constant effort and honesty. I understood that we must be flexible and empathize with them, and we need to accept any feedback, good or bad, to improve every day in our business or even in our life. In conclusion, I believe it is a kind of psychology since we must understand what they want, what they expect or what they need by being an active listener and putting yourself in their shoes.