1 Analyse the benefits of excellent customer servi

1 Analyse the benefits of excellent customer service and the methods used to achieve them

The primary theme of the paper is 1 Analyse the benefits of excellent customer service and the methods used to achieve them in which you are required to emphasize its aspects in detail. The cost of the paper starts from $119 and it has been purchased and rated 4.9 points on the scale of 5 points by the students. To gain deeper insights into the paper and achieve fresh information, kindly contact our support.

Assessment objectives Knowledge, understanding and skills

 

1 Analyse the benefits of excellent customer service and the methods used to achieve them

 

Benefits:

 

• customer satisfaction

• repeat business

• recommendations to other customers

• increase in customers

• increased turnover

• improved efficiency

• improved internal relationships/teamwork

• competitive advantage

• company image

• improved morale of employees

• job satisfaction

• bonus or salary increase

Methods:

• establish recruitment criteria for customer facing staff

• induction programmes

• staff training and development

• incentives and rewards

• product training

• technology

• product database

• customer database

 

 

Assessment objectives Knowledge, understanding and skills

 

1 Cont.

Analyse the benefits of excellent customer service and the methods used to achieve them

 

• regular updating of customer records

• customer feedback systems (formal and informal)

• corporate image, eg use of templates and house style, standard

telephone answering techniques

• customer charters

 

2 Investigate one travel and tourism organisation and describe how it meets the needs of its different customers

 

Examples of customer types:

• individuals

• couples

• groups, eg special interest, ad-hoc, schools

• families, eg with toddlers, teenagers, older children and single

parent

• different age groups, eg babies, toddlers, children, teenagers,

adults, middle aged, senior citizens

• different cultures

• specific needs, eg disabled access, people travelling with babies,

religious requirements, dietary needs

• leisure, pleasure and business travellers

 

Examples of how different needs are met:

• tour operators, eg different products/brands for each age

group/customer type

• airlines, eg first, business and economy class

• hotels, eg business facilities

• tourist information centres (TICs), eg foreign language speakers

• visitor attractions, eg range of ticket types

 

3 Investigate one travel and tourism organisation and outline the information that employees need in order to provide excellent customer service

 

Organisational information may include:

• opening times

• organisation structure, eg roles and responsibilities

• correct use of telephone, eg what to say, how to transfer calls

• products available

• dress code, eg uniform, hair and jewellery

• health and safety

• legislation

 

Product information may include:

• range of products

• where to find information about products

• prices or where to find them

• geographical information, eg routes, travel times and where to

source information

• accommodation types, availability and where to find the details

• how to use timetables and schedules

 

4 Identify and demonstrate the skills and qualities required to provide excellent customer service in three situations, including one complaint

 

The three situations must be:

one face to face communication

one telephone communication

one written communication

One of the above situations must be a complaint.

Examples of customer service situations:

• selling

100% Plagiarism Free & Custom Written
Tailored to your instructions