Customer Service in Travel & Tourism

Summary

In this travel and tourism customer service training, students are introduced to the concept of catering to diverse customer needs. The script outlines different customer types, including external customers (general public), internal customers (industry colleagues), and customers with special needs (e.g., disabled individuals, non-native speakers). It emphasizes the importance of understanding specific needs such as accessibility, communication, and personalized assistance, and provides real-world examples like assisting a passenger with ticket choices or helping a wheelchair user navigate a station. The goal is to teach students how to effectively serve and support various customer categories in the travel and tourism industry.

Takeaways

• 😀 Understand the different types of customers in the travel and tourism industry: external, internal, and special needs.
• 😀 External customers are those who come from outside the organization, such as tourists, travelers, and visitors.
• 😀 Internal customers are other professionals within the tourism industry, such as colleagues or other service providers.
• 😀 Special needs customers may include people with disabilities, elderly individuals, or non-native speakers who require additional assistance.
• 😀 A key part of customer service is being able to identify and address the specific needs of each customer group.
• 😀 Customers might need guidance on ticket purchases, such as finding the most affordable options or understanding the best travel routes.
• 😀 Accessibility is crucial for customers with physical impairments, such as ensuring wheelchair access to facilities and services.
• 😀 Non-English speaking customers may require multilingual assistance or signage to navigate services effectively.
• 😀 Clear communication and empathy are essential when assisting confused or uncertain customers.
• 😀 Consider both physical and emotional needs when providing service to customers, especially those with special requirements.
• 😀 A customer service task involves choosing representative customer types and thinking through the best ways to address their needs.

Q & A

What is the primary focus of the script?

The primary focus of the script is on customer service in the travel and tourism industry, particularly understanding the different types of customers and their specific needs.

Who are the three main customer types discussed in the script?

The three main customer types discussed are external customers (general public), internal customers (industry colleagues), and customers with special needs.

How are external customers defined in the script?

External customers are defined as individuals who come from outside the organization, such as travelers, tourists, or anyone seeking services at a station or other travel-related facility.

What might an external customer need help with according to the script?

An external customer might need help with buying tickets, navigating the station, or deciding which ticket offers the best value, such as the cheapest or most convenient option.

What is the role of internal customers in the travel industry?

Internal customers are individuals who work within the travel and tourism industry, such as travel agents who may need to coordinate with airlines or other service providers to book services for external customers.

Can you give an example of an internal customer scenario from the script?

An example of an internal customer scenario is a travel agent calling an airline like Virgin Airlines to book a flight for a customer, requiring efficient communication and collaboration.

What types of customers are considered to have special needs?

Customers with special needs could include individuals with physical disabilities, such as those who require a wheelchair, individuals who don’t speak the local language, or parents with young children who need additional assistance.

What accessibility feature for customers with special needs is highlighted in the script?

The script highlights the need for accessible features such as level, flat doorways for wheelchair users to enter the station easily.

What is the suggested task for students in this session?

The task is for students to choose different customer types (external, internal, or special needs), understand their specific needs, and think about how to address those needs effectively.

Why is it important for students to focus on both external and internal customers?

It is important for students to focus on both external and internal customers because understanding the dynamics between them is crucial for delivering smooth and efficient customer service within the industry.