1.6 content Flashcards
(22 cards)
What are the two types of customers travel and tourism organisation provide customer service to?
- external customers
- internal customers
Types of External Customers
- families and individuals, including people from different age groups
- groups, including educational groups
- visitors with language and cultural differences
- people with specific needs, including mobility and access, sensory and dietary needs
External customer needs
- TNT products and services that meet particular needs of customers
- Ancillary services
- Information and advice
- Assistance
- Resolving customer problems and complaints
What is an internal customer
A person within a travel and tourism organization who receives customer service from the organisation
Examples of internal customers
- Colleagues who work alongside staff members - Colleagues who work in other departments - Managers and supervisors -Staff of partner organisations
Needs of Internal customers
- Safe working environment - Knowledge of procedures, routines and performance standards - Training appropriate to job role - Motivation
Types of motivations needs of internal customers
- Job satisfaction - Incentives and rewards - Respect from others
Ways to ensure safe working environment for internal customers is met
- provide protective clothing needed - appropriate working conditions in accuracy to local employment laws - provide uniforms if needed - Provide appropriate training (staff training) - provide internal customers with knowledge of procedures, routines and performance standards.
Why would TNT organisations use these motivational tools such as incentives and wards
- increase external customer service quality - retain efficient and hardworking internal customers - attract and recruit new, high quality staff - encourage teamwork (which enhancing internal customer job satisfaction and external customer quality service)
State the importance of quality customer service
- A more efficient workforce
- Increased customer satisfaction
- Customer loyalty
- Repeat business
- Increased turnover
- Enhanced reputation
- Providing quality customer service
Ways of assessing customer service quality in travel and tourism
- setting standards
- benchmarking
- using performance management and appraisal
- collecting customer feedback
- using market research techniques
Go in depth on setting standards
- expectation levels of customer service quality
(such as the language, behaviour, and explanation to meet customer needs)
the objectives of bench marking
to evaluate how well an organization is delivering customer service and identify scope for possible improvements
the process of benchmarking
- identify customer service provisions
- analyse customer service delivery
- compare the quality of customer service deliveries analysed
- identify and take actions to improve
Go in depth on using performance management and appraisal
- Reviewing and improving how well staff members deliver customer service
- Ongoing performance management dialogue between a staff member and supervisor or manager
- Review past performance
- Assess current achievements
- Discuss staff training needs
- Evaluate the staff members development or promotion potential
types of ways to collect customer feedback
- Face-to-face interactions
- Online and social media comments and ratings
market research techniques include:
- Surveys
- Mystery shoppers
- Focus groups
- Observed interactions
quality customer service is important to external customers for
- a positive tourism experience that is enjoyable or efficient
- satisfaction from being served well
- ganong value for money spent (worth the money)
quality customer service is important to internal customers for
- increase job satisfaction
- increased personal and professional development by working with other internal customers
- a fulfilling sense of being part of an effective customer service that brings pressure to customers
informal vs formal customer feedback
informal:
- customers asking questions and face to face interactions. Can be really impactful to a business and have no cost to the organisation
formal:
- customers filling out a survey or questionnaire on their experience
benefits of monitoring online and social media customer reviews
- understand customer views
- know how customers view competitor organisations
- improve customer service practice
- respond to reviews, including any that seem unfair
types of information a mystery shopper would collect
- # of employees and customers who are present, appearance of service area
- time taken before they are greeted
- name of staff that deliver service to mystery shopper
- attitude, friendliness, and usfulles of the customer service provided
-how well customer service meets standards
