Level 3 90 Credit Diploma Travel and Tourism
Unit 4: Customer Service in Travel and Tourism
Introduction
In this report I will demonstrate my knowledge about delivering excellent customer service
by explaining what customer service is and how important it is to provide excellent customer
service as a company. I will explain what two organisatons do and how they currently
deliver their customer service. Furthermore, I will explain clearly why excellent service is
important for the 2 organisatons, their customers and to their employees. Next, I will give
an explanaton of how the organisaton’s customer service meets the needs of certain
customers currently. I will also analyse how the customer service meets specifc needs of
certain customers for my two organisatons. Last but not least, I will recommend ways for
improvement in customer services for the 2 organisatons I chose for 5 customer groups.
Task 1
Customer service:
Customer service is the support an organisaton ofers or its customers, both be ore and
after they buy and use their products or services This helps them have an easy and
enjoyable experience with the business Ofering excellent customer service is important i
the business wants to retain customers and grow the business Today’s customer service
goes ar beyond the traditonal telephone support agent It’s available via email, web, text
message, and social media Many companies also provide sel -service support, so customers
can fnd their own answers at any tme day or night Customer support is more than just
providing answers;
Importance of excellent customer service:
Excellent customer support drives an amazing customer experience, especially when the
organisaton’s support team moves beyond just reactng to problems and toward
antcipatng customersp problems When support agents are permited to go above-and-
beyond with customers, or have a help desk soluton that makes it easy or them to upsell or
cross-sell relevant services, they can create winning experiences that help the organisaton
stand out rom the competton With other words, customer service can be the main image
o a company
htps://www sales orce com/products/service-cloud/what-is-customer-service/
1
Unit 4: Customer Service in Travel and Tourism
Introduction
In this report I will demonstrate my knowledge about delivering excellent customer service
by explaining what customer service is and how important it is to provide excellent customer
service as a company. I will explain what two organisatons do and how they currently
deliver their customer service. Furthermore, I will explain clearly why excellent service is
important for the 2 organisatons, their customers and to their employees. Next, I will give
an explanaton of how the organisaton’s customer service meets the needs of certain
customers currently. I will also analyse how the customer service meets specifc needs of
certain customers for my two organisatons. Last but not least, I will recommend ways for
improvement in customer services for the 2 organisatons I chose for 5 customer groups.
Task 1
Customer service:
Customer service is the support an organisaton ofers or its customers, both be ore and
after they buy and use their products or services This helps them have an easy and
enjoyable experience with the business Ofering excellent customer service is important i
the business wants to retain customers and grow the business Today’s customer service
goes ar beyond the traditonal telephone support agent It’s available via email, web, text
message, and social media Many companies also provide sel -service support, so customers
can fnd their own answers at any tme day or night Customer support is more than just
providing answers;
Importance of excellent customer service:
Excellent customer support drives an amazing customer experience, especially when the
organisaton’s support team moves beyond just reactng to problems and toward
antcipatng customersp problems When support agents are permited to go above-and-
beyond with customers, or have a help desk soluton that makes it easy or them to upsell or
cross-sell relevant services, they can create winning experiences that help the organisaton
stand out rom the competton With other words, customer service can be the main image
o a company
htps://www sales orce com/products/service-cloud/what-is-customer-service/
1
