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Customer Needs and Expectations

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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...