Customer Needs and Expectations

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Here at Travel Weekly one of the representatives at Virgin Atlantic have honoured us by writing an article about 'A day as a representative' Lets see what Kaye Goodwin from Virgin Atlantic has to say!

In a day of a representative at Virgin Atlantic I have to look at how these needs are identified and I must cover: Customer requests in writing Customer requests to representatives of organisations verbally (face to face or telephone) Recognition of unstated needs

Customer type one: Families
If a family was too put in a request in writing, because they may have young children, they could possibly write their requests to me in an email because of convenience and time. For example: a mother and father of two young children will not have time to come into the travel agents to sit down and tell me what type of holiday they would like. Therefore by sending me an email with the requests they would like, it would save a lot of time, and I can look up all of the information for them and respond back to them via email.

Customer type two: Couples
If a young couple would like to go on a short break or a holiday, they would come into the travel agent and sit down with me too tell me where they would like to go and what type of holiday they would like. For example: a young couple from Central London would like to book a holiday for early December. They come into the travel agent and sit down with me and tell me what type of holiday they would like. After looking up and discussing different holidays, they would make a decision and hopefully book the holiday. If they would like more time to think about it, I would give them a few broachers to take home with them while they thought about it.

Customer type two: Elderly couple
An elderly couple are most likely to come into the travel agents and sit down with me to discuss the holiday they would like to go on. After discussing a few holidays, I would recommend a holiday. E.g. I would say ‘there is a lovely villa in Spain that is on offer at the moment that is about half a mile away from the beach.’ If one of the couples were to say that they have been to Spain before and it was too hot, or that their partner was not able to walk very far, that would be known as a recognition of unstated needs, meaning that they would like to go to a destination that is at a cooler climate or they would like to stay in accommodation closer to the beach.

Customer type four: Disabled
People that have a disability can communicate with me in any way, i.e. face to face, via email or on the telephone. If a customer was to call me and ask for information on different holidays but said that they were disabled, I would realise that this would mean they would be a unstated need, and they would need special assistance. For example if a lady who wanted to book a holiday and was blind or visually impaired, I would know that they would need maps or signs to be put up in Brail and raised floors so they know when they are too close to a swimming pool.

Task 2b - explain how travel and recognition of their needs. Tourism organisations meet and exceed customer expectations using examples from companies in the travel and tourism industry that you have researched.

When our company (VA) recognise customer needs, the customers can be face for face with one of our representatives, have an online chat with one of our representatives or write their requests too us. We meet customer needs by making sure that all of the flights operate on time, airline staff are always available for assistance and always make sure that customers are kept up to date with important information such as flight times, flight delays and check in times. The way that we meet these needs are by keeping staff updated with information, regular announcements for customers at the airports and making sure that landings/take off are planned properly to avoid delays if possible.

Task 2c – analyse how travel and tourism organisations...
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