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Travel & Tourism Slide


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Travel & Tourism Slide

  1. 1. Putting the customer first Michael Casey BTEC First Travel & Tourism Submitted 26/1/08
  2. 2. Introduction <ul><li>An investigation of two travel and tourism related organisations in the greater Belfast area: </li></ul><ul><li>W5 </li></ul><ul><li>Ice Bowl </li></ul>
  3. 3. P1. <ul><li>Investigate and then describe how two travel and tourism organisations approach customer service in terms of policies, processes, resources available and customer service. </li></ul>
  4. 4. What is customer service ? <ul><li>“ The sum total of what an organisation does to meet customer expectations and produce customer satisfaction.” </li></ul><ul><li>The Institute of Customer Service </li></ul>
  5. 5. W5 Introduction <ul><li>Located in Belfast at the Odyssey </li></ul><ul><li>It is an interactive centre with 160 exhibits </li></ul><ul><li>Has a conference centre </li></ul><ul><li>2007 it won customer service awards </li></ul><ul><li>Owned by National museums NI. </li></ul>
  6. 6. W5 Policies <ul><li>Mission statement </li></ul><ul><li>“ Fire the spirit by unlocking creativity and the scientist in everyone” </li></ul><ul><li>Customer feedback – comment card, survey forms & exit / entrance poll </li></ul>
  7. 7. Staff <ul><li>Friendly & welcoming </li></ul><ul><li>Uniforms </li></ul><ul><li>Name badges </li></ul><ul><li>Chosen for their suitability to do the job not necessarily qualifications </li></ul><ul><li>Well trained </li></ul>
  8. 8. Processes- records kept <ul><li>W5 keeps accurate records to help them look after customers well </li></ul><ul><li>Feedback sheets/ cards </li></ul><ul><li>Accident books </li></ul>
  9. 9. How do they approach customer service? <ul><li>They believe that good service will enhance visitors experience and attract new and complete services. </li></ul><ul><li>All staff are trained in customer serve skills as they believe they need to constantly give really good service </li></ul>
  10. 10. Ice Bowl Dundonald
  11. 11. Ice Bowl – What is it ? <ul><li>Located on Old Dundonald Road Dundonald </li></ul><ul><li>N.I. leading leisure facility </li></ul><ul><li>Olympic sized Ice rink </li></ul><ul><li>Extreme ten pin bowling </li></ul><ul><li>Indiana Land – indoor adventure area for children </li></ul><ul><li>Camp site </li></ul>
  12. 12. Policies <ul><li>Mission Statement </li></ul><ul><li>‘ Dundonald International Ice Bowl has developed a reputation for providing innovative leisure/entertainment provision for its customers throughout Northern Ireland and beyond. Dundonald International Ice Bowl is a market leader that seeks, through its management and staff, to maintain a high standard of service to its customers and give value for money.’ </li></ul>
  13. 13. Feedback Policy <ul><li>Verbal Complaints – Solved immediately </li></ul><ul><li>Letter complaints / Complaints from local councillors – Respond within 72 hours and give solution with 14 days </li></ul><ul><li>Complaints or suggestion box – Emptied weekly, and log in complaint book and 10 working days to get back to the person who complained </li></ul>
  14. 14. Health & safety <ul><li>Accident book – </li></ul><ul><li>The staff member who sees an accident or is on duty has to make sure the accident form is filled in. This is at reception. The manager on duty has to make sure it is filled correctly and that the customer is looked after properly </li></ul>
  15. 15. Staff <ul><li>100+ full and part time </li></ul><ul><li>Experience – depends on job </li></ul><ul><li>Training- induction, customer service etc. </li></ul>
  16. 16. How do they approach customer service? <ul><li>Aim to give good service </li></ul><ul><li>Have a customer charter </li></ul><ul><li>Have a system for complaint handling </li></ul><ul><li>Try to be proactive- </li></ul>
  17. 17. P2 <ul><li>Describe the needs of different types of customers in travel and tourism </li></ul>
  18. 18. What Are Their Needs? <ul><li>Visitors with special needs: </li></ul><ul><li>Limited mobility </li></ul><ul><li>Visually impaired </li></ul><ul><li>Partially hearing </li></ul><ul><li>Language </li></ul><ul><li>Diet </li></ul>
  19. 19. Customers have different needs <ul><li>Customers are all different: </li></ul><ul><li>Age </li></ul><ul><li>Ethnicity </li></ul><ul><li>Interests/ groups </li></ul><ul><li>Customers with special needs </li></ul><ul><li>Demographics </li></ul>
  20. 20. W5- who are the customers? <ul><li>Educational groups </li></ul><ul><li>Families </li></ul><ul><li>Tourists </li></ul><ul><li>Corporate </li></ul><ul><li>Special needs visitors </li></ul>
  21. 21. What are their needs? <ul><li>Educational groups- </li></ul><ul><li>Talks </li></ul><ul><li>Accommodation for larger groups </li></ul><ul><li>Somewhere to eat </li></ul><ul><li>Health & Safety </li></ul><ul><li>Range of ages </li></ul>
  22. 22. What are their needs? <ul><li>Families- </li></ul><ul><li>Economical price </li></ul><ul><li>Events at times when children are off school </li></ul><ul><li>Changing exhibits </li></ul><ul><li>Range of activities for all the family </li></ul>
  23. 23. What are their needs? <ul><li>Corporate/Business </li></ul><ul><li>Conference facilities </li></ul><ul><li>Catering </li></ul><ul><li>High standard of facilities </li></ul><ul><li>Parking </li></ul><ul><li>Accommodation </li></ul>
  24. 24. What are their needs? <ul><li>Couples:- </li></ul><ul><li>Interesting exhibits </li></ul><ul><li>Somewhere to eat </li></ul><ul><li>Tourists: </li></ul><ul><li>Range of languages </li></ul><ul><li>Interesting place to visit </li></ul><ul><li>Indoor attraction </li></ul>
  25. 25. Icebowl <ul><li>Educational groups </li></ul><ul><li>Families </li></ul><ul><li>Tourists </li></ul><ul><li>Corporate/ business </li></ul><ul><li>Teenagers </li></ul><ul><li>Special interest groups </li></ul>
  26. 26. What are their needs? <ul><li>Educational groups </li></ul><ul><li>Individual specialist interests </li></ul><ul><li>Accommodation for larger groups </li></ul><ul><li>Activities </li></ul><ul><li>Somewhere to eat </li></ul><ul><li>H&S </li></ul><ul><li>Range of ages </li></ul>
  27. 27. What are their needs? <ul><li>Families/ tourists </li></ul><ul><li>Economical price </li></ul><ul><li>After school activities/ school holidays </li></ul><ul><li>Activities for all family </li></ul><ul><li>Singles: teenagers/ adults </li></ul><ul><li>Birthday parties </li></ul><ul><li>Accommodation </li></ul>
  28. 28. What are their needs? <ul><li>Corporate/ business </li></ul><ul><li>Team building days </li></ul><ul><li>Conferences/ meetings </li></ul><ul><li>Catering </li></ul>
  29. 29. What are their needs? <ul><li>Special needs: </li></ul><ul><li>Dietary </li></ul><ul><li>Limited mobility </li></ul>
  30. 30. P4 <ul><li>Describe ways of measuring customer service – this will include both proactive and responsive ideas and indicator e.g.. Training, timing of services, information provision and correct identification of customer needs. </li></ul>
  31. 31. Why do we measure customer service ? <ul><li>To see if customers are satisfied. </li></ul><ul><li>Find out how good your organisations is compared to others in the same market. </li></ul><ul><li>To see if staff are trained correctly. </li></ul>
  32. 32. What Do You Measure ? <ul><li>Friendliness </li></ul><ul><li>Helpfulness </li></ul><ul><li>Speed </li></ul><ul><li>Exceeding needs </li></ul><ul><li>Patience </li></ul><ul><li>Effectiveness </li></ul>
  33. 33. How Do the Ice bowl Measure Customer Service? <ul><li>Customer comment cards </li></ul><ul><li>Verbal comments from customers </li></ul><ul><li>Mystery shoppers </li></ul><ul><li>Local councillors </li></ul><ul><li>Observation </li></ul>
  34. 34. How Do W5 Measure Customer Service ? <ul><li>Questionnaires- Comment cards </li></ul><ul><li>- Annual exit poll </li></ul><ul><li>- Educational evaluations </li></ul><ul><li>1/3 party researchers </li></ul><ul><li>Google web analysis </li></ul><ul><li>Staff asking customers </li></ul>