Principles of customer service

AC 2.1 - Describe needs of different types of customer

Existing, returning and regular customers

Many tourism organisations understand the importance of making sure that customers return to the organisation because they have received good service.

Tourism organisations offer a range of schemes, products and services to their existing, regular and returning customers.  These are given different names.


For each of the terms below, see if you can explain what the term is and provide an example.  (You might need to do some research to find out the meaning of some of the terms).

  • Loyalty scheme
  • Early/late opening
  • Annual membership
  • Upgrades
  • Special offers
  • Early booking
  • Discounted prices

You can either record your answers in the online writing-frame or download and complete the table in the document below.