Unit 4 CUSTOMER SERVICE IN TRAVEL AND TOURISM

Unit 4 CUSTOMER SERVICE IN TRAVEL AND TOURISM

Connector Ø Discuss with the person next to you how you think Virgin Atlantic caters for different types of customers.

Big Picture Ø Understanding that different customers have different needs and how organisations cater for them.

Outcomes Ø ALL will be able to complete P 2

P 2 Ø Describe customer service provision in travel and tourism organisations to meet the individual needs of different types of customers

Different types of customer Ø Individuals Ø Groups e. g. leisure, business

Individual Needs Ø Products and services Ø Stated Ø Unstated Ø Special needs e. g. medical conditions, mobility; Ø Customers with cultural and language needs Ø Other needs relating to age, gender, socioeconomic group, family circumstances

Ø What type of customers and what needs does the video show that Virgin Atlantic caters for? Ø http: //www. youtube. com/watch? v=Hbib-A 6 Np. W 8&feature=results_video&playnext=1&list=PL 2 D 716 AB 1 D 54050 A 7

Ø Your description must be supported by sector specific examples, e. g. Virgin Atlantic customers include business travellers and wealthy leisure travellers in upper class and premium economy. Less wealthy leisure travellers are served by an economy cabin. Differentiation of the products and services for the different classes would be included, saying how these meet the needs of the different types of customers.

M 1 Ø Progresses from P 2 - you will need to assess the customer service provided by selected organisations, making a clear link to how it meets the specific needs of different types of customers. Ø This will require some judgement on the effectiveness of the provision.

D 1 Ø You need to recommend ways in which Virgin Atlantic could better meet its specific customer needs. Examples of improvements could be in the form of changes to products, new procedures to improve speed and efficiency of service, enhanced company image.