Customer service in travel and tourism Unit 4 Customer service in travel and tourism

Customer service First impressions Company image (logo, premises, organisational efficiency) Products and services offered Effective communication Speed and accuracy of service Meeting and exceeding customer expectations Customer service policies (dealing with complaints and problems) Meeting customer needs Consistency Offering information and advice Explain how each of these impacts on customer service.

Importance of providing good customer service To the customer The customer’s needs are met. The customer’s expectations are exceeded. Safe and secure environment for internal and external customers. The customer has an enjoyable experience. The customer wants to come back. The customer will recommend organisation to others.

Importance of providing good customer service To the staff Job satisfaction Positive feedback from customers Happier working environment Job security/promotion Competitive advantage Higher self-esteem.

Importance of providing good customer service To the organisation Keeping customers satisfied Loyal customers Repeat business Enhanced image (good public relations) Increased sales and profits Positive, happy workforce Competitive advantage

Match up the customer types for a rail journey and the customers’ needs Passenger en route to airport Clear directions to platform for train Cyclist Snacks and drinks available Wheelchair user Storage room Business passenger Help in boarding Family with small children Wireless internet in carriage

Communication skills Face-to-face communication Written communication Telephone communication Visual communication Non-verbal communication Give an example of each in travel and tourism.

Dealing with complaints Listening Questioning Empathising Understanding the problem Taking control of the situation Agreeing solutions Follow up

Overview of selling process Establish rapport with the customer Ask questions to establish needs Select a product to meet needs Switch sell Customer thinks product does not meet needs Sell up Use persuasion Overcome objections Turn features into benefits Customer accepts product Close sale