Hajj and Umrah Tourism represents a service industry replete with unique complexities since a tourist’s overall experience is modulated by multiple stakeholders, For example: airports immigration offices, transportation and Hajj & Umrah Companies for (Internal / external) Visitors.
Effective management of customer satisfaction in this service sector entails cross-functional collaboration and a transparent measurement scheme that clearly delineates the impact of each stakeholder’s actions on overall customer experience.
people want their Hajj and Umrah trip to go seamlessly so they can focus on what’s important to them. Therefore, if anything goes wrong— such as baggage being lost, a flight being delayed, or a reservation being incorrectly made— Hajj and Umrah customer’s experience become instantly tainted.
Customer experience can help organizations to resolve and prevent negative customer experiences, but even better, it can help them deliver incredible experiences that keep customers coming back for more.
It’s true that some Customer experience effort is better than none, but when it comes to Hajj and Umrah, there are definitely certain tools and solutions that can do more for these industries than others.
We focus on the five dimensions of service:
Reliability: where the quality and level of service is consistent.
Assurance: knowledge and courtesy of staff and their ability to convey trust and confidence.
Tangibles: the organization’s physical facilities, equipment, and appearance of staff.
Empathy: the degree of caring, individualized attention that the organization’s staff provide to its customers.
Responsiveness: the willingness of staff to help customers and provide prompt service.
You can remember these five dimensions by using the acronym RATER. When these dimensions are consistently met, a company is well on its way to becoming customer oriented.