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.

• Not everybody has a PC or smartphone

• Some customers like to hear a human voice

• Customers might have a problem they want to discuss

• Customer may have a last- minute change of plan or has been delayed.

• Customers might have special needs that want to discuss

• People might require additional information

• Customers may wish to make a complaint

• Internet connection might be lost

• Customer might want to check information on a website

• Information has not been received or has been lost by a customer.

• The organisation might need to contact the customer in an emergency

• The customer might ask for a special price or discount