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There are two main types of customer in the travel and tourism industry. These are internal customers and external customers.

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Task A Introduction to customer service Customer service plays and important role in running any company, particularly in the travel and tourism industry. If customers receive good customer service hey will be happy and as a result they will keep using the company/organisation. Therefore, the company receives more business and in return make a decent profit. Good customer service involves working to customer need, Speaking on a respectful level sufficient product knowledge, being understanding to customers and remaining impartial, well trained staff, dealing with customer complaints promptly and efficiently, patience, providing alternative products or refunds, appearance (looking presentable), having good communication skills and working as a team. Bad customer service can contribute to customer dissatisfaction. Bad customer service involves poorly trained staff, being patronising to guests, ignoring the customers need. Ignoring customers valid complaints, having limited products available, providing a dirty and unclean environment, having a negative attitude towards customers and having a poor appearance which is unacceptable and unprofessional. Types of customers There are two main types of customer in the travel and tourism industry. These are internal customers and external customers. Internal customers are members of staff within an organisation or outside suppliers who contribute towards the service that is provided, for example management or supervisors who are part of an organisation, even the cleaners are an internal customer. ...read more.


Also business men and women also would like to have wireless in their rooms as they might need to check their emails or get some work done. Wake-up calls may also be wanted as they might not have a alarm on them and have to be up early. They may also like a trouser press and they may have a conference the next morning and it has been in a suitcase for a long time. Business men and women also would like a safe in their room as they normally carry a lot of money and would not like to take it out with them. They may also like a international direct-dial telephone. Business men and women would also like to see complimentary toiletries as they don't want to have to take shower gel and shampoo with them. Business men and women would normally go for a worldwide hotel chain as they know what they will be getting every where they go also their company would be able to pay for the stay in one payment making it more time effective to do this. They would probably book in to a Hilton hotel as they are international and they do have all of the services that business men and women require. ...read more.


They may also like to see see that the resort has a golf course for the man. Couples expect to see in their room a king size bed, champagne and chocolates on arrival, a on suit bathroom also stunning views from there room. Couples also sometimes book their holiday in mind to get married or to go on their honeymoon so they want their hotel to have a luxury feel and also to be able to cater for a lot of guests if they are getting married and if they are on honeymoon to have luxury and peace before they get back to their busy lives. Couples normally book their holiday either from travel agents like Virgin or they book their flights themselves and then book the hotel separately like Sandals resorts as they only cater for people who are over 18 years old as they prize themselves on having a peaceful and romantic atmosphere without screaming children. around the resort. Sandals offer everything that a couple would want as they are at the hight of luxury. These holidays are very expensive are they are a specialty resort. Resorts such as Sandals meet the requirements for couples as they offer everything that couples expect and more are they offer that bit extra like Rolls Royce transfer from the hotel which you wouldn't find and other resorts. ...read more.

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Here's what a teacher thought of this essay

3 star(s)

This essay is really about the different needs of external customers rather than the importance of good customer service. It is full of generalisations, many bordering on the slightly offensive. I would have liked to see more about how a tourist business goes about meeting the needs of customers rather than what the writer thinks the needs of these groups of people are.

Marked by teacher Dennis Salter 15/05/2013

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