Denisa Negoita
UNIT 4 Customer Service in Travel and Tourism, Level 3 90 Credit Diploma Travel and Tourism
Isa Ijale
P1, P2, M1, D1
Introduction
In this report I will demonstrate my knowledge of customer service as I will, explain what
customer service is and the importance of excellent customer service for a business. I will
select two organisations and explain what they do and how they are currently delivering
customer service. Furthermore, I will explain how 2 travel organisations customer service
meet the needs of some of their customers. Next, I will analyse how the two organisations
customer service meet the needs of specifc customers. Last but not least, I will
recommend improvements to the customer service provisions of the 2 organisations for
specifc customers.
What is customer service?
Customer service is the process of helping people fnd what they want during the entre
transacton cycle. Customer service is how you deliver your product and service to the
customer including the following:
Accessibility
Efciency
Cost-effectveness
Satsfacton
What is excellent customer service?
Excellent customer service refers to employees that know how to treat and satsfy their
customers.
Ask the right questons
Actvely listen to your customer
Focus on the customer and adapt your approach to different customers
Treat the customer the way you would like to be treated
Exercise good judgment
Have in-depth knowledge of your product or service
Be helpful even if it is not going to result in a sale
Do what you say you will
View a customer's complaint as an opportunity to gain the customer's respect
Resolve complaints helpfully and patently
Strive for contnual improvement by gathering valid data regularly about your
customers and what they want from you
1
UNIT 4 Customer Service in Travel and Tourism, Level 3 90 Credit Diploma Travel and Tourism
Isa Ijale
P1, P2, M1, D1
Introduction
In this report I will demonstrate my knowledge of customer service as I will, explain what
customer service is and the importance of excellent customer service for a business. I will
select two organisations and explain what they do and how they are currently delivering
customer service. Furthermore, I will explain how 2 travel organisations customer service
meet the needs of some of their customers. Next, I will analyse how the two organisations
customer service meet the needs of specifc customers. Last but not least, I will
recommend improvements to the customer service provisions of the 2 organisations for
specifc customers.
What is customer service?
Customer service is the process of helping people fnd what they want during the entre
transacton cycle. Customer service is how you deliver your product and service to the
customer including the following:
Accessibility
Efciency
Cost-effectveness
Satsfacton
What is excellent customer service?
Excellent customer service refers to employees that know how to treat and satsfy their
customers.
Ask the right questons
Actvely listen to your customer
Focus on the customer and adapt your approach to different customers
Treat the customer the way you would like to be treated
Exercise good judgment
Have in-depth knowledge of your product or service
Be helpful even if it is not going to result in a sale
Do what you say you will
View a customer's complaint as an opportunity to gain the customer's respect
Resolve complaints helpfully and patently
Strive for contnual improvement by gathering valid data regularly about your
customers and what they want from you
1
