"There’s no doubt that the pandemic has changed just about every aspect of our lives—especially when it comes to travel ..."
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Customer service in tourism
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"Empathy is defined as understanding or able to understand the feeling of others. Nowadays consumer empathy and consumer satisfaction have become the very important role for a firm to grow its business ..."
Leona Ungerer's insight:
This post relates to section, 3.5: Customer expectations. It is mentioned that 'Customers subconsciously evaluate businesses not only on the basis of whether they give them what they want but on the strength of meeting the six basic customer needs, of which understanding and empathy is one. Under section 3.5.1: Generic customer expectations, it is mentioned 4 Empathy. Empathy is the essence of a customer-oriented approach. lt is a person's ability to see and feel things from someone else's point of view. Customers expect service employees to understand their concerns. Customers do not expect to be treated as though their presence is an imposition on the employees or an interruption of their work. 
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"Each year we hold consumer focus groups to hear what customers have to say about the in-store experience. Customer care is often ..."
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Damaso Antonio Costa Ribeiro's curator insight,
January 11, 2016 7:48 PM
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"How do Travel and Hospitality brands keep guests coming back? Social listening, of course! Here are some specific tips all brands can apply ..."
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"Bilingual menu cards have been introduced, along with new blue slippers and the option of chopsticks and Twining’s green tea ..."
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"While AI waiters were recently fired from Guangzhou, China, restaurant, there are more and more of these robots in more customer-facing roles in society ...."
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