Unit 4 Assignment 2 (Distinction)

Introduction

I will be writing a report which describes the different customer service provision in
two travel and tourism organisations and how it has adapted to meet the needs of
the following customer types:

 Individuals
 Leisure
 Business
 Groups
 Internal (staff)

Travel and tourism companies have to satisfy the needs of every customer in order
to offer effective quality standards. Every individual need of customers must be
addressed and considered as they might want something different. It is also
important that organisations recognise that not all customers are the same and that
they need to be flexible to meet the needs of all customers. Organisations should be
able to offer variations and be able to switch sell to meet the customer’s needs.

Organisations will need to consider the needs of the following customers:

 Individuals

Individuals are customers who travel alone. This can be from any age group or any
purpose such as businesses and leisure.

 Couples

These are customers who travel with a friend or partner. This can be with the same
and different gender.

 Groups

Groups can be in many variations. Groups are customers who are travelling
together. Examples are (schools, special interest and ad-hoc).

 Families

Families are customers containing adults and customers. This can young and older
children.

 Different age groups

This can be Babies, toddlers, children, teenagers, adults, middle aged, senior
citizens. All of the above customers in the different age categories will have different
needs.