Principles of Customer Services

Internal Customers include the staff of an organisation such as the hotel or airline. What would be likely the needs of an internal customer?

• Job satisfaction

• Good Pay

• Need to be kept happy

• Travel and visit

Travel and Tourism Organisations have identified 2 types of customers.

Name these types of customers.

Answer explanation

Customers can be defined as external customers and internal customers. 

Questionnaires are often used as a feedback method.

Explain 3 advantages of using questionnaires.

Answer explanation

cheap to produce and use as it can produced cheaply in great quantities. 

Questionnaires can be produced as a hard copy and email to customers. 

More answers can be viewed in detail when produced closed and open questions.  

What are the disadvantages of using a Questionnaire as a feedback?

• May not get enough results

• May get enough results but difficult to use

• May get responses but took long time

• May not get accurate responses

Answer explanation

Questionnaire feedbacks may not always get accurate responses because they can be subjective. 

Questionnaire feedback may not get enough results since there is little participation of respondents. 

Performance Management and appraisal procedures may be used within a Travel and Tourism Organisations.

Define Performance Management and Appraisal.

Answer explanation

Performance Management refers as a continuous process, managers and employees will work together to plan, monitor and review the objectives set and progress of the employees within an organisation.

Appraisal refers as performance review, evaluation or discussion about the progress of the individual at work.

What are the positive aspects of an organisation?

Answer explanation

External customers will feel happy and satisfied, and become loyal to the organisation such that repeat business takes place, More customers will use the organisation.

Internal customers will become more efficient and happier.

The organisation will have a positive public image, increase sales and have a good competitive edge.

Name 5 benefits of Internal Customers achieving a good performance in their appraisal.

Answer explanation

Benefits of Internal Customers such as personal gain:

1.Bonus

2.Discounts and ‘benefits in kind’

3.Incentives

4.Profit sharing

5.Free travel

Incentive travel

Travel and Tourism providers may meet the needs of external customers. Choose the correct answer.

• Choices available encourage a wide a variety of customers.

• Low prices will attract many customers.

• Can deal with young customers and group.

• offer protection such as insurance so customers feel secure.