Principles of customer service

AC 3.1 - Designing research tools

Learner Introduction

You will now have studied a number of factors which affect the quality of the customer experience provided by tourism organisations.  You should have gained an understanding of the principles of customer service, how customers interact with organisations, and will be aware of the needs and expectations of different groups of customers.

In this final section of the unit you will be researching the quality of customer service at a chosen tourism organisation.  Firstly, you will be designing research tools which will be used to collect information.  Then you will be required to process the information you collect, present it and interpret the information before drawing conclusions.