Presentation Mode

The Customer Experience - Introduction

As you get older you will be able to make more choices about where you go on holiday, the attractions you visit and the tourism activities you take part in.

Hopefully you will be able to enjoy your holidays and have great fun visiting theme parks and other attractions.

But you will only be able to really enjoy yourself if a wide range of people working in the tourism industry do their jobs properly and provide you with help or ‘service’.  These people include travel agents, hotel receptionists, ride operators, tour guides, resort reps and many more.  Without their help, or if they don’t do their jobs well, your experience of the tourism industry may well be less that you expected.

That’s what this unit is all about.

The customer experience helps you to understand the background to how providing good customer service helps tourism organisations to give their customers a great experience and to be successful.

Of course, you may well find yourself working in the tourism industry in a few years’ time providing service to customers.  Or you may be working in a wide range of other industries where you are providing service to customers in different situations.

In this first section of the unit you will be investigating some of the principles of customer service.  When you have studied this section, you will be asked to write a report on how principles of customer service can be applied to a tourism organisation you have studied.