Customer service in travel and tourism

Question 1

Explain customer care/service

Answer 1

(i)Travel and tourism industry is highly competitive as most organisations offer similar products
(ii)It is the quality of customer service that distinguishes the organisation from another

Question 2

Explain the moment of truth

Answer 2

Everytime a customer interacts with the travel and organisation and experience any of its operational procedures

Question 3

Explain the importance of offering good customer service

Answer 3

(i)Better public image and good reputation
(ii)Customer loyalty and repeat business
(iii)Customer satisfaction

Question 4

Explain the consequences of offering poor customer service

Answer 4

(i)Negative public image
(ii)Loss of customer
(iii)Less sales and loss of income

Question 5

Explain customer care policies

Answer 5

-A policy is a set of rules and regulations set by an organisation
-it includes how to:
(i)Answer customer enquiries
(ii)Make reservations
(iii)Take payment

Question 6

Explain the importance of customer service

Answer 6

(i)Staff clearly know what to do in different scenarios
(ii)Guide employees to excellence and to provide quality service
(iii)Increasing the number of customers

Question 7

Explain teamwork

Answer 7

It refers to grop of employees from the same or different departments working together in order to meet the aims and objectives set by the organisation

Question 8

Importance of teamwork

Answer 8

(i)Improve productivity
(ii)Improve quality of product
(iii)To increase employees motivation