Unit 4 Customer Service in Travel and Tourism

In this assignment, I am going to define what excellent customer service is whilst explaining the different skills needed to deal with different types of customers. Also, I will explain what internal and external customers are with examples. I will pick two organisations (an Airline and a Hotel Chain) and explain what the needs and expectations are of different travellers with examples. Then, I will state what each organisation could improve on in order to better the organisation’s customer se...

Goes into detail concerning the different needs of customers and how organisations assess them

This document shows my first assignment from the customer service unit. This assignment includes two examples of times that I was a mystery shopper (one in a travel agents and one in a restaurant) along with details regarding many aspects of these places. Also, in this assignment, there are two flow charts along with improvements that could be made.

In this assignment, I have explained two different scenarios where I have had to solve a customer complaint. I explained what the issue was, how I solved it as well as what I could do to improve.

For this, I have written a reply to a customer complaint letter regarding an issue that they had.

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.

Goes into detail concerning how organisations need good customer service and how it is important to them and to the customer and employee.

Goes into detail about what employees need to know in order to keep customers happy. Such as communication skills, building rapport, how to listen to customers, meeting their needs and so on.