1. Log Book Name:Ng Man Kin Class: 41323/3A (28) Course: Customer Relationship Management Title:The slides show of the forum - A & T Travel Agency (Mr. Albert Wong) Date:17 th October, 2006

2. Forum Customer Relationship Management Theory and Practice Applied to a Typical Travel Agency A & T Travel Ltd (Mr. Albert Wong)

4. Customer Relationship Management in T ourist Industries

5. The main target is “ person” Need to handle  Traffic arrangements  Accommodation arrangements  Board arrangements Can not handle them by only One Way

6. Main Tasks of the Travel Company Travels arrangement Airfare bookings  Near corridor?  Near window view?  Etc… Accommodation booking  District selection e.g. Urban / suburban Arranging the route of the large scale vender’s promotion Diversifications

7. 2 main levels of the tour Outbound Tour Inbound Tour

8. How to get the success in the small-medium travel agency? Answer: Provide a first-class service to the customers

9. Pioneering works need to focus: Own strengths Experiences Customers confidential Working some related jobs first Cost is not so high Main: Salary Doing research in the market

10. Job Specification Example:  Booking airfares need a expert to handle  Study in a professional related program is MUST  Staff’s responsibility is necessary

11. Customer Relationship Customer Relationship Management has just be focus in these recently years Customer relationship is very important in their business Tour guides play an important role on it  touch customers at most Their working attitudes can determine the business can be success or not.

12. Customer characteristics More requests on the high quality Need to perform service promise Need an experts to handle their needs  Example: How to handle difference faith / nation in same tour? Tour guide’s language level Acknowledge of their culture Board arrangement Well preparation is needed for every staff

13. Tour guide characteristic Facing directly to the customers Acceptable look and clothing Polite attitude Independent minding Don’t promise customers’ requests randomly Show up their specialized level build up a good customer relationship

14. Main challenging How to store the customers’ data more security?

15. Comment After the talk, I have more understand about the operation of the travel company, especially the tasks of the Tour guide. They play an important role in the company. Same as the private tutorial class in the market, teachers quality is much importance than any type of advertisements. It is also the core of the “Customer Relationship Management”.