With the increasing use of internet and smart phone technology, why might tourism organisations and their customers need to have a telephone conversation?
There are many reasons.
Activity
Using the ideas below, explain fully why tourism organisations and their customers might need to use a telephone and suggest how this can be seen as good customer service. You can record your answers within the online writing-frame, or you can download the document below.
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Not everybody has a PC or smartphone
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Some customers like to hear a human voice
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Customers might have a problem they want to discuss
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Customer may have a last- minute change of plan or has been delayed.
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Customers might have special needs that want to discuss
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People might require additional information
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Customers may wish to make a complaint
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Internet connection might be lost
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Customer might want to check information on a website
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Information has not been received or has been lost by a customer.
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The organisation might need to contact the customer in an emergency
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The customer might ask for a special price or discount
Downloadable Content
- Word (.docx): U1-1.3-R6-So-why-is-the-telephone-still-important.docx