Customer service in Travel and tourism

What do you think customer service means?

• Always doing what the customer wants

• Always putting the company first

• Always trying to meet the customer's needs

• Always trying to sell the most products

Why is good customer service so important to travel and tourism firms?

• Customers will repeat their bookings if they really enjoy the experience

• Customers will enjoy their customer experience whatever happens to them

• Customers will write good reviews if they enjoy their experience

• Customers love going back to the same place every year

What is an example of customer with special needs?

• A family travelling with 3 teenage children

• A 60 year old couple travelling to celebrate their 30th wedding anniversary

• A wheelchair user flying to Portugal with Easyjet

• A young couple going on their first mini break in the UK

What would be an example of bad customer service in an airport?

• Armed police patrolling in case of suspected terrorists

• Display boards for arrivals and departures

• No transport to the planes for travellers with mobility issues

• Check in staff who speak in several languages

What would be excellent customer service in a hotel?

• Having staff on reception at all times

• Having lifts as well as stairs

• Having a choice of restaurants

• Having champagne and chocolates as a gift in your hotel room as a surprise on your birthday

How could customers tell a hotel they were unhappy about their experience after they have left the building?

• Write a blog about their bad experience

• Write a Trip Advisor review about their stay

• Tell their friends and family about their bad experience

• Write a customer feedback email to the hotel directly

What are the three main elements of successful customer service in Travel and Tourism?

• Great people, great product, great attention to detail

• Good quality product, service and after care

• Good website, delivery and returns

• Great communication, sales and marketing

If you eat a meal in a restaurant, what would you expect from their customer service?

• Attentive service, good quality food and friendly staff

• A very wide menu from many different cuisines

• Quick and efficient staff and cheap prices

• A designer interior, trendy staff and a long cocktail list

How would a travel agent show their customers really good customer service?

• Talking to their fellow workers while the customer is waiting

• Checking their phone while the customer is talking

• Listening carefully to the customer and asking questions about what they want

• Checking their social media while customers are waiting

How important are customers in a travel business?

• They are always right

• They are always annoying

• They are very different and interesting

• They are the heart and soul of the business