1.6 key terms Flashcards
(20 cards)
external customer
customers who use the products and services of a travel and tourism business
(not members of staff or otherwise part of the business)
internal customer
a person within travel and tourism organisation who receives customer service from the organisation
working environment
a person’s surroundings at work
job satisfaction
a feeling fulfilled by carrying out a work role
repeat business
external customer returning to vst or use a travel and tourism organisation again
turnover in the context of a travel and tourism organization?
The amount of money a travel and tourism organization gains by providing products and services to external customers.
How does turnover differ from profit?
Turnover is the total revenue before costs and taxes, while profit is the money made after paying costs and taxes.
What are two other terms that can be used to refer to turnover?
Total sales or total revenue.
personal and professional development
Growing and progression personally and at work.
Why do travel and tourism organizations provide training to staff?
To encourage staff to develop as people and to be better at carrying out duties.
customer service standards
expected levels of customer service quality
benchmarking
analysing the customer service provided by an organisation so as to identify possible improvements to the organisation’s customer service delivery
performing management
reviewing and improving how well staff members deliver customer service
What is an appraisal in the context of performance management?
An ongoing performance management dialogue between a staff member and supervisor or manager.
What is the purpose of appraisal dialogues?
To review and try to improve how well staff members deliver customer service.
ratings
grades or marks awarded to travel and tourism providers (a restaurant star-rating system or previous visitors tourism providers can informally “rate” their experience through social media or travel review website such as TripAdvisor)
market research
investigating and gathering information about customer needs, wants and demands for travel and tourism products and services
survey
- a market research technique. - Customers answer pre-set questions. - Response are used to analyse customer needs, wants and demand for products and services
mystery shopper
a market researcher acting as a customer. they observed experience and report customer service
focus group
a small group of people discussing or being interview about different opinions
