NCFE Diploma in Travel and Tourism
Unit 2: Customer service in travel and tourism
LO1: Evaluate the customer service provided
by travel and tourism organisations.
Customer service
Customer service refers to the assistance and support provided by businesses to
their customers before, during, and after a purchase. In the travel and tourism
industry, excellent customer service is critical for ensuring customer satisfaction,
loyalty, and repeat business. This report evaluates the quality of customer service
experienced during two separate mystery shopper visits—first to Nando’s, a casual
dining restaurant, and second to McDonald’s, a global fast-food chain. These
experiences are assessed against current industry standards in key customer
service areas.
Mystery Shopping Visit 1: Nando’s
Ease of Booking and Purchasing
Nando’s offers customers the choice of booking online or walking in, depending on
availability. I chose to book online, which was efficient and straightforward. This
aligns with industry standards, as many customers prefer booking to avoid wait times
and ensure availability. Purchasing was also seamless; I paid at the counter during
the ordering process, eliminating the need to wait for the bill at the end of the meal—
contributing to a smooth and time-efficient experience.
Welcome and First Impressions
Upon arrival, I was greeted by a staff member who
confirmed my booking and guided me to my table. I
was promptly provided with a menu and given time
to make my selection. This initial interaction was
warm and professional, setting a positive tone for
the rest of the visit. According to industry
standards, a warm welcome and polite service are
essential for creating a good first impression and
building rapport with customers.
Meet and Greet
The staff were polite and attentive. I felt acknowledged and respected throughout the
visit. Good meet-and-greet practices help establish trust and comfort, which was
, evident in this case. Current standards encourage staff to be visible, approachable,
and responsive to guests' needs—standards that Nando’s met effectively.
Staff Appearance
All staff members were neatly dressed in branded uniforms, with their hair tied back,
demonstrating adherence to company policies and hygiene expectations. This
reflects industry expectations for professionalism, cleanliness, and consistent
branding, all of which contribute to customer confidence in the establishment.
Amenities
The restaurant provided amenities such as vegetarian options and takeaway
services, enhancing inclusivity and convenience. Free Wi-Fi was also available,
further adding value to the experience. However, one area for improvement was the
lack of nearby parking, which may deter some customers. According to industry
benchmarks, accessibility features like parking and dietary accommodations are
increasingly important.
Service Provided
Service at Nando’s was friendly and
efficient. Staff were attentive, polite, and
ensured that any queries were addressed
promptly. This aligns with expectations
that service staff should demonstrate
professionalism, patience, and active
listening. Such positive service
interactions are key contributors to
customer retention and brand reputation.
Mystery Shopping Visit 2: McDonald’s
Ease of Booking and Purchasing
At McDonald’s, I used a self-service kiosk to place and pay for my order. This
method was efficient and allowed for customization, aligning well with industry trends
toward contactless and self-directed ordering. However, technical issues with kiosks
and limited staff presence can occasionally cause delays and frustration, indicating
Unit 2: Customer service in travel and tourism
LO1: Evaluate the customer service provided
by travel and tourism organisations.
Customer service
Customer service refers to the assistance and support provided by businesses to
their customers before, during, and after a purchase. In the travel and tourism
industry, excellent customer service is critical for ensuring customer satisfaction,
loyalty, and repeat business. This report evaluates the quality of customer service
experienced during two separate mystery shopper visits—first to Nando’s, a casual
dining restaurant, and second to McDonald’s, a global fast-food chain. These
experiences are assessed against current industry standards in key customer
service areas.
Mystery Shopping Visit 1: Nando’s
Ease of Booking and Purchasing
Nando’s offers customers the choice of booking online or walking in, depending on
availability. I chose to book online, which was efficient and straightforward. This
aligns with industry standards, as many customers prefer booking to avoid wait times
and ensure availability. Purchasing was also seamless; I paid at the counter during
the ordering process, eliminating the need to wait for the bill at the end of the meal—
contributing to a smooth and time-efficient experience.
Welcome and First Impressions
Upon arrival, I was greeted by a staff member who
confirmed my booking and guided me to my table. I
was promptly provided with a menu and given time
to make my selection. This initial interaction was
warm and professional, setting a positive tone for
the rest of the visit. According to industry
standards, a warm welcome and polite service are
essential for creating a good first impression and
building rapport with customers.
Meet and Greet
The staff were polite and attentive. I felt acknowledged and respected throughout the
visit. Good meet-and-greet practices help establish trust and comfort, which was
, evident in this case. Current standards encourage staff to be visible, approachable,
and responsive to guests' needs—standards that Nando’s met effectively.
Staff Appearance
All staff members were neatly dressed in branded uniforms, with their hair tied back,
demonstrating adherence to company policies and hygiene expectations. This
reflects industry expectations for professionalism, cleanliness, and consistent
branding, all of which contribute to customer confidence in the establishment.
Amenities
The restaurant provided amenities such as vegetarian options and takeaway
services, enhancing inclusivity and convenience. Free Wi-Fi was also available,
further adding value to the experience. However, one area for improvement was the
lack of nearby parking, which may deter some customers. According to industry
benchmarks, accessibility features like parking and dietary accommodations are
increasingly important.
Service Provided
Service at Nando’s was friendly and
efficient. Staff were attentive, polite, and
ensured that any queries were addressed
promptly. This aligns with expectations
that service staff should demonstrate
professionalism, patience, and active
listening. Such positive service
interactions are key contributors to
customer retention and brand reputation.
Mystery Shopping Visit 2: McDonald’s
Ease of Booking and Purchasing
At McDonald’s, I used a self-service kiosk to place and pay for my order. This
method was efficient and allowed for customization, aligning well with industry trends
toward contactless and self-directed ordering. However, technical issues with kiosks
and limited staff presence can occasionally cause delays and frustration, indicating
