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 AIntroduction to customer serviceCustomer 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. External customers are the customers who book or pay the organisation there money to stay or to use there services. Type of customerNeedsHow the accommodation sector meets their needs.FamiliesFamilies tend to go for package holidays, as this means that all the work of organising the holiday is done for them. Also these are normally quite cheap as they are last minute deals, and they are in 3 star plus hotels. Families need to know that that there children will be safe on holiday, such as knowing that there as a high balcony, as they sometimes have young children with them, so they would like a hotel with no building work going on also they would like to see that the hotel have a children’s pool. Young families would also like to see that the hotel has a kids club, as the parents also would like
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some rest on there holiday. To continue, the parents would maybe also like some adult activities to do when the kids are in the kids club, such as, golf, spa treatments. Families tend to want to stay in a highly tourist populated area, near the beach and shops. This is so they don’t have to rent a car, which would be more expense.There are a number of accommodations that would suit a family; Young families would go for package holidays with such companies as, Thompson, Thomas cook and First choice. These all cater for young families as they have hotels ...

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*** 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.