• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7
  8. 8
  9. 9
  10. 10
  11. 11
  12. 12
  13. 13

Customer Service in Travel and Tourism, D1

Extracts from this document...


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. ...read more.


Booking Systems, Virgin have an online booking system which can easily be used it is, in live format so they can book knowing that the prices displayed are correct. There are also booking systems kept in the train stations where they form a network of databases, where the passenger can get their ticket straight away. The strengths of this are that the booking systems all have unique registration numbers which would be used to identify which booking system was used to purchase the item. The weaknesses of this is that as there are multiple booking systems if one crashes then the data is lost, however if they were all interlinked if one crashed the others would not, causing the data to be kept. Accident Books On each train owned by virgin there are groups of accident books which keep the detailed information on the accident, this would include how was it caused, who was involved, when did it occur, was any one injured and was it resolved. The other incidents may require investigating, to see if the same type of incident is appearing. The strengths of these are that each individual involved could easily be found and the detailed information could identify the source of the problem. ...read more.


Weaknesses I believe the weakest part of P & O ferries customer service is the booking system because there is no way of checking if the ferry will have all that you require on board and that you have to personally inform P & O ferries if you require assistance such as wheelchair access. Virgin and P and O If the same complaint is made for the same vehicle , then a thorough investigation is carried out, to ensure that each vehicle can operate correctly and the problem will not occur again, however if the problem can not be resolved then the vehicle will be suspended from service until the problem is resolved. Both organisations share the same interests where they aim to provide their customers with the best possible experience given. They both aim to assist each individual with their specific needs. However virgin examine their comments every three months whereas P & O check their comments every 4 weeks, so that there is time to amend the problem by either providing a replacement or giving the customer vouchers or a refund if they felt their journey was not a very pleasant one, in which the description was incorrectly told to them. ?? ?? ?? ?? D1 William Shore ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    facilities such as access for the disabled or mother and baby rooms. This sort of customer feedback can be very useful for Tesco. Tesco employs mystery shoppers. These shoppers visit the stores to ascertain the standard of customer care. Their activities might include playing the part of a difficult customer or lodging a complicated complaint.

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    * Business organisations: at Argos other business organisations may be groups of individuals and organisations. Example is Nursery schools who buy outdoor toys from Argos. * Categories of individuals: Argos has particular products that meet the needs of a certain customers.

  1. Customer Service

    To recruit new employees with the potential to do well. The most important aim for Tesco is to provide a highly competitive service to the customers. Tesco state that there core purpose is "to create value for customers to earn there life time loyalty" Tesco say they deliver this through

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    The show really provides a great family day out. It's also a chance for many of their supplying farmers to get together and meet the Marks & Spencer team and other suppliers. All of this increases customer satisfaction and enhances their image.

  1. Customer service within the travel and tourism industry

    UGC are committed to regenerating cinema by broadening the range of films being shown and increasing and widening audiences. Inside the cinema we are totally committed to offering the ultimate 'cinema experience' - great films, great prices, state of the art screens in a relaxing, stylish environment.

  2. customer service london zoo

    Non- English speakers Many thousands of people visit Britain each year with little or no knowledge of the English language but they hope people providing them with customer service will able to understand their needs. You may find yourself in a situation where you have to deal with non-English speaking customers.

  1. introducing customer services

    The customers are also like to be buying the product from a decent enough price and have good quality. Teenagers Superdrug attracts a lot of teenage customers because they like to buy a lot of hair products and perfumes. They need good value for money as they don't work to get money themselves and quality products.

  2. I will investigate and identify how important customer service really is to J-Sainsbury's and ...

    This is where either Tesco or J-Sainsbury's can get more customers. If J-Sainsbury's where to provide a better customer service compared to Tesco then this will mean customer that shop at Tesco would now start to shop in J-Sainsbury's which will lead to an increase to total sales for J-Sainsbury's.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work