Dependent area of work it relies heavily on people

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dependent area of work It relies heavily on people and human nature  dictates that mistakes must happen     
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http://www.bized.co.uk Copyright 2007 – Biz/ed What does this mean in practice? Travel and tourism organisations should  plan for what to do when customer  service breakdowns occur  – so-called ‘complaint handling       encounters’. 
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http://www.bized.co.uk Copyright 2007 – Biz/ed What benefits are there? Good customer service in travel and tourism  can:  Boost repeat business Create new demand from new customers Cut costs (attracting new customers is  thought to be five times as expensive as  retaining existing ones)
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http://www.bized.co.uk Copyright 2007 – Biz/ed What Now? Go to the activity sheet to find out: More about travel and tourism services How different travel and tourism  organisations can raise customer  service levels How one organisation deals with  customer service failures
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