Travel and Tourism Sector: Establishing and Retaining Customer Loyalty
Assisting the Customer (P1, P2, M1) Organisation | Size | Type | Main method of customer interface | Virgin Atlantic | Large | Private and integrated | Online and over the phone | Merlin Entertainments | Large | Private | Face to face | Thomas cook | Large | Private and integrated | Face to face and over the phone and online | Marwell Zoo | Medium | Independent | Over the phone | Aspersion Guest House Surrey | Small | Independent | Face to face | Anis Louise Guest House chesterfield | Small | Independent | Face to face |
Lots of companies within the travel and tourism sector have mission statements. A mission statement is a summary of the aims and values of a company or an organization. An example of a mission statement is “To grow a profitable airline where people love to fly and people love to work”, this is Virgin Atlantic’s mission statement. This tells you that they aim to make all their customers to have happy journeys without any delays or set-backs and they want each customer to love flying with Virgin so they will fly with them again.
It is important to have a customer service policy because the customers will want to know the information the organisation will provide, the performance levels they aim for, payment and refund policies, what they will do in the event of a delay or cancellation and the compensation they will provide.
It is also important for an organisation to have a complaints policy because many organisations want to exceed the expectations of their customers but sometimes they don’t, so they have to make sure professionally and fairly as if a customer gets their compliant resolved to their satisfaction they may still be more loyal than a customer that hasn’t made a complaint. Organisations should make their complaints policy clear to customers so they know how to complain.
There are 3 types of customer interface these are: * Face to face- this is talking to customers face to face, for
Lots of companies within the travel and tourism sector have mission statements. A mission statement is a summary of the aims and values of a company or an organization. An example of a mission statement is “To grow a profitable airline where people love to fly and people love to work”, this is Virgin Atlantic’s mission statement. This tells you that they aim to make all their customers to have happy journeys without any delays or set-backs and they want each customer to love flying with Virgin so they will fly with them again.
It is important to have a customer service policy because the customers will want to know the information the organisation will provide, the performance levels they aim for, payment and refund policies, what they will do in the event of a delay or cancellation and the compensation they will provide.
It is also important for an organisation to have a complaints policy because many organisations want to exceed the expectations of their customers but sometimes they don’t, so they have to make sure professionally and fairly as if a customer gets their compliant resolved to their satisfaction they may still be more loyal than a customer that hasn’t made a complaint. Organisations should make their complaints policy clear to customers so they know how to complain.
There are 3 types of customer interface these are: * Face to face- this is talking to customers face to face, for