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The Importance of Providing excellent customer service in travel and tourism organisations

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Victoria Harper

on 23 September 2015

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Transcript of The Importance of Providing excellent customer service in travel and tourism organisations

What makes good customer service?
Unit 4
First Impressions
It takes 10 seconds for an organisation to make and impression
A queue while everybody awaits service?
How would you feel if you saw this:
what is your impression of Delta airlines?
Write the Opposite of these:

staff talking to each other but ignoring the customer
scruffy staff chewing gum
staff slouching over desk
untidy desk
a queue of customers
being on hold for twenty minutes on the phone
leaving an e-mail and no response within 24 hours
This is a concise statement about an organisations purpose
Thomas Cook's Mission Statement
Press Releases|What's New|Back to Corporate Page


Our Mission Statement

Exceptional Service From Exceptional People
Our Values

Taking Personal Responsibility For Achieving the Mission
Pursuing Excellence in Everything We Do
Displaying Honesty and Trust in all our Relations with Customers to deliver outstanding service to them at all times
Recognizing and Respecting the Needs of Individuals
With your partner think what sort of impressions the following organisations and destinations give
Agia Napa
Brend Hotels
Use descriptive words and sentences
This means effective systems and procedures for customers
All staff are trained an aware of procedures
Communication throughout the organisation
Product knowledge and training
Think about your job?

Have you been trained?
Do you know the procedures?
Who would you report to with a problem?
Do you regularly hold meetings?
Communication does it exist in your organisation?
Do you like waiting?
customers expect e-mails to be answered within 24 hours and telephones to be answered within 3 rings
Would you like to be greeted straight away?
Product Knowledge
Organisational knowledge
How can all this be achieved?
Consistency of service is also important. this means a high level of service is given all the time to every customer
All travel and tourism organisations need to ensure they supply the products that meet the customers needs. Such as a restaurant offering the amount of variety of food or a hotel has adequate reception staff.
Think of the last T&T organisation you visited - could they have offered something more?
Better entertainment?
More staff?
Why do people complain?
Why have you complaint
about something?

With your partner think of the last
3 complaints you have made and what
were your reasons behind them...
A tourist at a top African game lodge overlooking a waterhole, who spotted a visibly aroused elephant, complained that the sight of this rampant beast ruined his honeymoon by making him feel "inadequate".
How do we deal with complaints?
A woman threatened to call police after claiming that she’d been locked in by staff. When in fact, she had mistaken the “do not disturb” sign on the back of the door as a warning to remain in the room.
With your partner have a look at the Thomson Holidays Case study.

Answer the two questions on the bottom of
the study.
competitive advantage
What is this?
How is this achieved?
Think of the two organisations you have visited
and give some examples
Keep existing customer satisfied... How?
The Importance of good customer service to the organisation
(cc) image by rocketboom on Flickr
(cc) image by quoimedia on Flickr
Enhance the image of the organisation
provide an
edge over the competition
keep your customers
Attract new
Increasing customers loyalty
(cc) image by nuonsolarteam on Flickr
repeat business
Loss of sales
Negative publicity
Loss of repeat business
Litigation (prosecution)
The consequences of bad customer service!!!
What happens if you don't have enough resources for excellent customer service?

Staff levels
up to date software

Can you think of any other resources?
Internal Customer

External Customer

what are these??
of excellent customer service
To Employer
increased sales
good PR
reduced complaints
competitive advantage
loyal customers - repeat
to Customer
needs met
expectation exceeded
loyal to organisation
To Employee
job satisfaction
job security
possible pay rise
Full transcript