Customer Service in Travel and Tourism, D1

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D1

William Shore

P & O

Processes

Records Kept, Receipts, Booking Systems, databases, accident books

Records kept, Receipts, databases  

P & O keep a database of the customers who have used the service each individual booking would have a record number; this is then used if they need to track a booking. The records are also paper based, when you make the booking a customer gets a copy of their reference number along with their tickets, sent to them in the post.

The Strengths of this are the customers can be organised by surname and then if they wish to join the club, the staff can check the files for surnames and then see if the customer had been on more than five trips.

The weaknesses, of this are Database’s can be lost if the file is not either password protected or backed up. The paper based files may be lost if there was a fire.

Booking Systems,

P & O,  have an online booking system where you will have to follow 5 steps;1, outward journey,2 return journey,3 options and upgrades,4 passenger info,5 payment. A paper based booking system is also kept, this includes the same information but instead kept directly with

 P & O, it is kept by the booking agent.

The Strengths of this are the booking is made quickly and easily, the customer also knows all data is inputted by themselves.

The weaknesses of this are a customer may not fully understand and therefore book the wrong time or date.

Accident Books

On each vehicle P & O own there are a series of accident books which keep the detailed information on the accident, this would include how it was caused, who was involved, when did it occur, was any one injured and was it resolved.

The Strengths of this are the statements can be compared easier using facts from the event.

The weaknesses of this are the accident books may not be organised by surnames or pages may have fallen out of them.

Resources

Staffing Levels, experience, qualifications, Training

The staff can progress from basic levels to highly skilled managers.

The basic levelled staff may just require G.C.S.E’S the next stage up may require a-levels, and anything above that will require a degree.

P & O also offer a training programme where the recruits can progress on to other levels; this may include a role such as manager of a department, then of more and so on. They could then progress to manager of a particular area within P & O, such as manager of customer service. On board the levels are similar however you progress to the lieutenant then Captain of the boat.

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The strengths of this are that each member of staff know that when they progress they will be rewarded.

The weaknesses of this are that people who are new comers may progress higher than others who have been in the company a long time; this may cause conflict between staff members.

Policies

Feedback, rewards, loyalty, mission statement/customer charter

Feedback,

P & O ferries feedback is received through emails and on-ship questionnaires, these are sent to the selected branches where they then look at all customer feedback if any is negative ...

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