Unit 4 - Customer Service in Travel and Tourism
P2 - Describe customer service provision in travel and tourism organisations to meet the individual needs of different types of customers
Unit 4 – Customer Service
P2 – Describe customer service provision in travel and tourism organisations to meet the individual
needs of different types of customers
If Castle House want to meet customer needs and exceed expectations then they must understand the
needs of the customer. However because everybody if different they will all have different needs. Castle
House provide excellent customer service by understanding their customers and recognise the different
needs. They will then have to provide products and services which meet their requirements.
Different Types of Customer
Individuals
Leisure: Castle House will have individuals travelling for leisure purposes, individuals is somebody who is
not travelling as a group however they could be travelling as a couple. If they are travelling for leisure
purposes Castle House must ensure that their customers have a relaxed stay. Castle House will take up
customer’s baggage, they will offer to pick them up from the train station just so everything is stress free.
Business: Castle House will have individuals travelling for business purposes. When a customer is visiting
for business purposes they will want speedy check in so they can be ready for work. The expenses of
business travel are usually paid by the customers company. They will also want staff to leave them be and
not fuss over them so they can get on with what they are doing. They will also want breakfast in the
morning, so they can leave for work straight after and also an evening meal at night.
Groups
Castle house will have groups of customer staying at the hotel. Some groups may all know each other and
have similar needs. For example they might have a group of men staying for their golf tournament, or a
group of couples visiting Hereford. . A group of people might want a large table for them to all sit round at
dinner time therefore Castle House must ensure this happens. When Castle House have groups it is
important for them to consider their individual needs. Because there are lots of individuals it can be very
demanding and hard work is needed.
Individual Needs
Products and Services
Castle House will need to provide products and services in order to meet customer’s needs. For example
they might sell a deluxe suite for couples, a single bed room for business individuals, dinner for a large
group, and a wedding reception for a large group of guest. If the products are not up to the customer
expectations then it will not meet their needs.
Stated
Customers will tell Castle House staff what they want, they will have stated needs. For example they might
ask to change rooms, or they might for some more tea and coffee to be put in the room. Stated needs are
the easiest to deal with.
Unstated
Sometime customers’ needs are unstated. And customer might imply what they might like instead of asking
for it. For example a customer could say ‘’oh that room was far too hot last night’’ meaning that they would
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