Summary
Summary Unit 4 - Customer Service in Travel and Tourism
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P2 UNIT 4 DESTINATION LEVEL
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Amy FowlerP2
Customer service
First impressions
It takes about 6 seconds for a person to form a first impression of someone or a company. A first
impression is when you first meet somebody or visit somebody where you will automatically create
a mental image of that person or place for the first time. Depending on your experience with the
person or company, this can be a negative or positive first impression.
TUI’s staff are always welcoming towards their customers and very helpful. Also, they are well
dressed in a uniform that matches the colours of the organisation’s theme with a logo. This shows
customers that TUI is professional and that all the employees are prepared to assist and provide
brilliant service. this exceeds the expectations of customers as they receive a good service for which
they pay for. It is very important for employees to provide excellent first impressions to customers
because it will determine whether the customer will decide to use their services again and if they
will recommend it to friends and family.
The staff of the premier inn all have uniform that match the colour of the organisation theme which
is purple. For example, when customers check in, they always help the customers and direct them to
their allocated room. They always smile and greet all their customers. As the staff are well presented
and represent the company, this meets the expectations of the customers, therefore forming a
positive first impression. This is also therefore presenting that the staff are providing positive
welcoming, and friendly first impressions which can help with the increase in their bookings as it will
please many customers.
Company image
An image of a company can be called corporate image. An image of a company is where a public
member would have a psychological interpretation about a company. The image of the company can
be good and it can also be bad depending on the company’s experiences with a customer. A
company's image may also be positive or negative as a result of how the company was advertised. It
can also be due to what other people (word of mouth) have told you and how the logos were
presented. Organisational efficiency is also very important, as the company must be able to ensure
that calls are returned when promised, that travel documents are sent in good time and that special
requests are addressed.
Through websites, logos, and corporate images, TUI tries to further develop their image and to
ensure that they present an air of efficiency. TUI is a well-established organisation with many loyal
customers, but they need to maintain their outstanding customer service. TUI has a well-recognised
logo, so consumers will be sure they will receive a good service. The image of the company is very
important as it will influence the company's views of customers; therefore, as the image of TUI is
excellent customers, they will get the value of their money by choosing them as an airline.
Another example is Premier Inn, but it is a British hotel chain. The appearance and location of the
premises is also very important as it will also determine the influence of customers as to whether
they choose to go there or not. There are well presented Premier Inn hotels. The hotels are
organised with neatly stacked brochures; the furniture matches the colours of the organisation
theme, as well as employees greeting customers as soon as they enter the reception. This therefore
indicates excellent customer service and is likely to persuade customers to repeat booking with
premier inn.
, Amy Fowler
Organisational efficiency
The organisation's ability to implement its plans using the smallest possible resource expenditure is
organisational efficiency. It is an important factor in the organisational efficiency of the company,
which is the ease and degree of success with which the organisation is able to achieve its goals.
On TUI website they state their effective systems and procedures for dealing with customers. Firstly,
they offer the lowest far available to the customers. They state “we are committed to offering our
passengers the lowest available fares for their specific flight. Our telephone reservation system, call
center representatives and airport ticket counters will tell customers that the lowest fare we offer
can be found on our website” They also inform the customers about delays, cancellations and
diversions, on their website they state “we will make available the most current, accurate
information about your flight’s status involving known delays, cancellations and diversions. Another
important paragraph TUI state on their website for all customers is that they deal with complaints
very seriously. They write “we are dedicated to providing customers with a high level of service. your
feedback is important and help us to make changes to practice and procedures.”
Another example is Premier Inn, on their website they explain about how they want to be a force for
good in everything they do. They state that “as the UK’s largest hotel chain, we have a responsibility
to our teams, the communities we’re part of and the world around us to act responsibly and
sustainably.” Also, they make clear how they find it very important about reaching customers needs
to the top. On their website they state “we believe in creating a space where everyone who works
for us can reach their full potential, ensuring we reduce our impact on the environment and
investing in the communities we operate in.
Speed and accuracy of service
Every customer wants fast service where ever they go, regardless of whether it is the food ordered
in a restaurant, support and help in a hotel or travel to the desired destination with an airplane.
"Time is money," as Benjamin Franklin once said, so offering every customer quick service is very
important because no one wants to wait. Customers expect phone calls to be responded to within
three rings and e-mails within 24 hours.
The company will need the following skills to provide accurate and prompt service-
It has got to be organised. Employees do not need to know everything but they need to
know where to get the information they need in case of a problem.
Although employees do not have to know everything, some knowledge is needed to be able
to answer basic questions.
Product knowledge also includes information about the company, such as what it sells, who
complains to refer to, opening times and how to effectively use computer and telephone
systems. All of these will help the firm produce quick and accurate service.
For major organisations such as TUI, speed and accuracy is very important as it can determine how
efficient the company is, therefore, if faster and more accurate, customer service would be more
efficient, for example, TUI employees always need to greet customers instantly and friendly, emails
should be answered within 24 hours and employees should also know who to contact with
any complaints. TUI, for instance, has an online check-in service that enables customers to check in
quickly before their flight, providing a fast and efficient service.
Whereas with Premier inn, as they are a hotel chain, employees should have a broad understanding
of the available room and special package that is available to exceed the expectations of customers.
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