Corporate image for every business organization is important because it can be able to get customers’ trust and believe to the products and services what company deliver to them increasing turnover rate of revenue generating the profits. It influences attitude of not only customers but also employees, investors, media, analysts and social communities towards an organization. Without a company has good reputation, it is unlikely to win new customers or keep existing ones. Although the positive image is very valuable for company asset, creation of that for a company in travel and tourism sector is very difficult until you have to follow the key areas to emphasize that are first impression, personal presentation, environment, meeting and greeting, and brand identity.
First Impression
All of sale calls are highly depend on starting of first impression to organization and its products and services for customers. It will be influence the decision to deal with them. If the first impression is negative, customer will turn to competitors causing opportunity sale lost.
Personal Presentation
Staff are valuable assets for an organization because they are present on behalf of it. What they say and do reflects on business, regardless of whether organization agree with what they say or not as the interaction happen between them and customers. Employees dress and grooming, hygiene and tone of voice are highly effect on clients’ attitudes as they never meet company managers or owners. Warmly speaking with well-dressed and good hygiene employee can make good image and successful sale. Representatives in successful companies deal with customer needs and listen to problems and complaints.
Environment
The appearance of work environment can support the feeling of the person what they have seen whether good or not. If the environment is messy with litters, dusty, files upside down, chatting staffs without giving attention to clients will be adverse consequences to client mindset and they may decide to take their business elsewhere.
Meeting and Greeting
Everybody appreciate getting attention from somebody. If not, they feel inconvenienced staying there. Greeting at meeting with suitable words is importance to satisfy the clients tempting to make business. Organization should be standardizing the words and behavior as the situation can be easily change depending on employees’ moody.
Brand Identity
Brand name and logo in any printed material such as brochures, web presence, social media, physical presence, and/or on product or service and on all other materials and equipment seen by customer should be consistent, clear and attractive. Anything bearing the brand logo must not be dirty, torn, scribbled on or damaged in any way. The customer must get positive image from them whenever they see them. If not, the clients will think it is no value and the organization is not worth dealing with.
How different methods, skills and techniques contribute to deliver of good customer service:
To deliver good customer service, organization should be train the employees at the areas of any contact point with customers to make sure moments of truth especially in personal presentation, environment, meeting and greeting, and brand identity. Organization should have to display brand name logo impressively, and give smart uniform to employees and giving awareness the importance of hygiene, tone of voice and choice of words. It should develop corporate culture with keeping work station, brand name and logo neatly.
