{[ promptMessage ]}

Bookmark it

{[ promptMessage ]}

Dependent area of work it relies heavily on people

Info iconThis preview shows pages 7–10. Sign up to view the full content.

View Full Document Right Arrow Icon
dependent area of work It relies heavily on people and human nature  dictates that mistakes must happen     
Background image of page 7

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
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’. 
Background image of page 8
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)
Background image of page 9

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
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
Background image of page 10
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

Page7 / 10

dependent area of work It relies heavily on people and...

This preview shows document pages 7 - 10. Sign up to view the full document.

View Full Document Right Arrow Icon bookmark
Ask a homework question - tutors are online