how customer service provision meets specific customer needs in travel and tourism organisations, Explain the importance of providing excellent customer service in travel and tourism organisations.
(P2) Describe Customer service provision in travel & tourism organisations to meet the individual needs of different types of
customer
Customer Service
Customer Type 1 – Internal Customers
(They are very important to the organisation as they meet customers’ needs and expectation by providing excellent
customer service)
Products and services Virgin Atlantic provides free uniforms to the employees. They will get 7 free flights a
year; will be provided continuous training and development to improve the service
they provide. They also will get private medical insurance, contributory pension
scheme and Virgin Group discount scheme.
Stated needs The stated needs would be that the organisations make sure the employees feel safe
and secure while doing their role. They would want to know how much they would get
paid before they start off the job as well as the training and the career development
they get.
Unstated needs Virgin Atlantic provides unstated needs to the employee which would be a contributory
pension scheme, Virgin group discount, annual heroes awards for nominated
employees and private medical insurance.
Special needs e.g. medical Virgin Atlantic treats every employee equally whether they are disable or non disable
conditions, mobility person. For employees who require special needs such as wheelchair facilities and
other needs has been provided and supported by the company.
Customers with cultural and They provide day off in the particular day to those employees who have different
language needs culture and religion. As every individual has different languages; therefore, English
would be the second language for some employees but Virgin Atlantic provides training
on how to communicate with customers in a formal way before they start off their job.
Other needs e.g. relating to age, Virgin Atlantic treats internal customers equally according to their age and gender. It
, (P2) Describe Customer service provision in travel & tourism organisations to meet the individual needs of different types of
customer
gender, socio-economic, group, really matter they are male or female.
family circumstances
Customer Type 2 (Families)
(Families are one of the types of customer they serve products and services and have provided so much services for them )
Products and services The airline offers special children's meals as well as plain food designed especially for
children. They provide kids packs to keep them entertained on the flights which include
a watch, reading book, baseball cap, pencil, magazine and sweets. In addition, cabin
crew also hand out playing cards and other items to amuse the children.
There are a number of TV programmes and wide range of video games available for
the younger travellers. They also have some great family films onboard which include,
'Kung Fu Panda', ‘Nim’s Island, 'The Chronicles of Narnia’ and 'Spider wick Chronicles'.
They also offer toilet with changing facilities to help the babies along their way.
Stated needs The stated needs would be the baby changing area as while they are travelling they
would need to change the nappies. Other stated needs would be kids’ menu
Virgin Atlantic has created with the fussiest child in mind and includes a variety
of dishes which is sure to delight their taste buds. They have also stated movies,
programmes and games for all age of children.
Unstated needs Virgin Atlantic airways provides the unstated needs to meet and exceed the needs and
expectations of customers such as to make their flights more comfortable for their
baby, they offer cots which is free of charge. Lots of entertainment such as movies,
video games and TV programmers are provided as children would be bored while they
are travelling especially if they are travelling long haul journeys.
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