Principles of customer service

AC 2.2 - Explain how tourism organisations meet expectations of different types of customer

Customer relationships

As we have seen in other activities, relationships between customers and employees of tourism organisations vary a great deal, depending on the circumstances.

All customers can expect to be treated courteously and have their needs met by the organisation.  In many cases there may be only a very short time during which an employee interacts with a customer.

However, there are other situations where a relationship between an employee and a customer may develop over a much longer period of time.  People who are regular customers of tourism organisations who, for example, might belong to a membership scheme, might have higher expectations of the service they receive.

Activity (Offline)

In the list below are 10 things which an employee could ask or mention to a regular customer of an organisation. You can also see the list on the downloadable document below. 

For each of the 10 statements, give a score out of 5 for how important it might be to the customer. You will need to download the document for this activity.

When you have made your decisions, discuss your answers with your classmates.

  • Address the customer appropriately.
  • Inform them of any problems on the day.
  • Remind them of the benefits of the membership scheme or loyalty card scheme of which they are a member.
  • Ask them if they would like to book extra services.
  • Know and greet them by their name.
  • Ask them what their plans are for their visit/stay.
  • Inform them of any new offers or services.
  • Ask how they are.
  • Ask about their friends or family.
  • Ask if they would like to update or renew their membership.