Presentation Mode

Responding to feedback

Modern communication methods and social media have made it much easier for customers to review the experience they had from a tourism organisation.

There are two ways that tourism organisations can obtain information about their customers’ experience.  They can ask customers what they thought about the organisation, or they can look at review sites such as Trip Advisor.

What’s important is that tourism organisations do something about negative comments or feedback so future customers are not put off.  Also, they can use positive feedback to promote the organisation or reward their staff.

Complete the activities below.