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how how travel and tourism organisations adapt customer service to meet individual needs of customers
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How travel and tourism organisation adapt customer service to meet individual needs of customers
customer needs
Introduction
Unstated and stated
stated - things the customer explicitly tell you.
unstated - things you have to assume - where the customer doesn't tell you.
example: Customer may not tell you their budget, therefore the staff may have to assume.
Example: telling staff you have children, this means that the agents now know to make the holiday child friendly.
Methodology
Special needs:
staff are given specific training in sign language
ferry's have special parking spaces and lifts to cabins.
toilets and stores have disabled toilets.
Airports / restaurant serve vegan/vegetarian
Everyone with special needs or individual learning disabilities.
Key players
It is important that business do this as they will get better understanding on to handle different customers and how their needs my differ due to the customer; for example if a customer was disabled and was in a wheelchair they would need accessible toilets, rooms, lifts, etc...
Assessing longleat, around the grounds there are specific parts that are accessible however, not all of Longleat is accessible for people who are in wheelchairs this isnt choice for the mangers of Longleat, they are actually incapible to make changes to the house due to how old it is, and by rebuilding specfic parts of the house could make it a danger risk after. When i was in Longleats cafe they offered a vegan, vegetarian opition for those who wanted it. By doing this it is helping the custoemrs realise that Longleat staff are thinking about their customers and what they might need. By doing little things likethis can have a big impact on whether or jnot people return to Longleat. Another thing that was mention to me whilst i was there was if you did have a disablity you still were able to go on the boat and they made a ramp accesibible for you and made more room on the boat whom needed it, also if you were in a wheel chair youre still welcome to go round the safari as you are in the comfort of your car.
relating to age
Business will advertise different products/activities for different age groups.
mixed ages, babies/ toddlers / children / teenage / adults / elderly
not all ages will want to do the same activities. you would need family suitable..
Key players
When relating to age is it important to know who is goinbg to be on the holiday ans what age group they are in due to saftey reasons, therefore staff need to understand what age group is suitable for different activities/desinations.
assessing longleat on how they adapt their needs to different ages as Longleat target group is a family with children aged 2-12. A lot of the activities around Longleat are desgined for younger children, E.g the adventure play park, the rocking Rhino. Again, when lookign around the grounds there are little mazes near waiting lines or help centers to keep the children entertained, this is a postitive beause it allows parents to relax a little bit but being able to keep an eye on there children. Although this is really good for younger children i think they should try and adapt for older age groups, i feel like this migth widen thegroups who come to Longleat.
gender:
You'd need different activities stereotypically women like to retail shop, men might prefer physical activities
women take more caution when traveling aboard. as they might feel more vulnerable
Key players
It is important for staff to understand that some groups steriotypically women take more care when booking a holiday and going away, some people look into where they are travelling to see the saftey in the area. Therefore staff will need to know what different genders are looking for...Women would also need to know that in some countries they can't show a specific amount of skin, due to religions.
When assessing Challenges Abroad adaption of customer service towards customers gender, I feel like they handled the customer needs when going on holiday really well. An advantage is that they spent time and care attending to their needs and getting a personal bond with whom ever was travelling. If it was an individual person looking to go travel she'd offer to put them into a group with others for safety reasons, this makes the touristfeel less vulnerable. However, I felt like I only saw adaption of customer service was only targetting women, I feel like to improve they should consider males needs and their safety just as much as womens.
Socio- economic group
There is a status that groups individuals into groups of how much money they have.
Companies have different products and services at different prices aimed at there groups.
Key players
when assessing Challenges Aboard i noticed that they paid more attention to people who struggled to be able to pay for holidays, and they helped to set out a checklist on how to safe up what they need...Also they helped by doing charity avents.
family circumstances
families have different needs, this may vary depending on how old children are and how much money they are willing to spend as a family.
introduced family priced entry tickets which more reasonably priced developments, children areas.
Key players
family circumstances
when assessing Longleat looking at how they target families, Longleat offers family tickets, smaller rides and an adventure park for younger children. When standing in the lines for either attractions or infortmation centers there are little mazes on the floor to entertain smaller children but also so parents can wait in the line but also keep an eye on their children. This is good as it helps the parents relax more but also keeps the chidlren entertain.
products and services
A product is a item that is offered for sales.
supply products; food, drinks, tickets, hotel rooms...
services give information, coach tours, give advice.
Key players
Benefits - offerung products and servicwes to the customers, it shows that the company is unique with their products, also that they care enought to give their services therefore, customers will feeel cared for and are more likely to come back.
Assessing Longleat you can see they offer a lot of services nnissssot only do they provide you with seeing the animals but they also provide you with animal talks. Within the business they offer educational talks about Longleat and all the sectors within it, by doing this it helps people/tourists to understand more about the business and how it is ran. Along side with the animals the safari also offers you to go on small rides and adventure parks, along with getting yourself a little gift at the end of your time with longleat by visiting the gift shops.
customers with cultural and language needs:
Each person has beliefs, practices, traditions, languages and preferences which influence their lives.
travel- some places don't want skin showing therefore, out of respect you'd cover a specific amount of your body. (knees, shoulders)
Key players
signs are well known around therefore people know important things i.e toilets
customers with cultural and language needs:
when assessing challenges aboard the way they adapt their services towards people with different languages/culture is really good, they have people from different parts of the world who are capible to translate for tourists, this helps them to provide the customer with their full knowledge. However, when looking at longleat they dont really tourists when looking around the park/safari, there is no signs to help guide, this might confuse tourists and they might not enjoy their time as much due to their lack of knowledge.
Groups:
Analysis
business:
Customer needs: speedy, efficient service. They need facilities and support normally available at their home computers, communication facilities.
Subtopic 2
hotel needs to recognize the amount of business men and women for each of them - facilities for both genders,
Groups
often have group leaders, share the responsibility for communication between group.
Subtopic 1
for communication skin, group entertain group. System booking, coach, safety checks.
individuals
Subtopic 3
couples on a singles holiday might want to meet to meet other people to socialize.
others might want full attention from staff, to help book their holiday as they may struggle, or feel unsafe booking it all by themselves.