Customer service in travel and tourism

Question 1

Explain the types of types of customer

Answer 1

(i)External customers
(ii)Internal customers

Question 2

Explain external customers

Answer 2

They are those we normally consider to be the “customer” and are those who buy and consume the product of the organisation and come from outside of the organisation itself

Question 3

Explain the type of external customer

Answer 3

(i)Leisure tourists
(ii)Business tourists
(iii)Group
-Different age
-Different culture

Question 4

Explain what does customer service includes?

Answer 4

(i)Access information
(ii)Assisting tourist with specific needs
(iii)Facilities include lounge,toilets,prayer room

Question 5

Explain internal customer

Answer 5

They are:
(i)Employees working within the same organisation
(ii)Staff from same or different departments within the same organisation
(iii)Staff working under the same group but in different branches

Question 6

Explain front liners/front of the houses

Answer 6

-They are staff who have direct contracts with customers
-Back of the house:staff who don’t have direct contact with customers

Question 7

Explain what is use to motivate staff?

Answer 7

(i)Rewards/Incentives
(ii)Positive feedback
(iii)Training