Customer service is important for businesses in the travel and tourism industry to meet and exceed customer expectations due to high competition. Providing good customer service leads to customer loyalty, competitive advantage, and lower costs for companies. Principles of good customer service include making a positive first impression, providing speedy and accurate service, developing a good company image, establishing clear customer service policies, promoting effective teamwork and communication across an organization, meeting diverse customer needs, and creating a mission statement that outlines a company's goals for customer satisfaction.

1. Customer service

2. What is customer service. In travel and tourism providing customer service is not just about meeting customer expectations it is about exceeding them. This is due to the amount of competition in the industry.

3. Importance of customer service Customer loyalty Competitive edge Cost to company Happy customers

4. Principles of customer service

5. First impressions It takes ten seconds for a customer to form their first impression of an organisation be it good or bad. Therefore it is vital that businesses do everything to ensure that they get it right from the beginning. First impressions count! Visitors to the NMM see tidy grounds, clear notices and well-maintained historic buildings.

6. Speed and accuracy of service It is vital that you know about the products and services you as organisation are offering to your customers. I.e. travel agents should have a broad knowledge on the destinations available Tourism information centres should know about the different attractions in the area, opening times, location, prices etc. All these will help you provide speedy accurate service

7. Company image In order to attract customers organisations need to have developed a good image in its customers eyes.

8. Customer service policies Most companies will have a customer service policy in place. This proves to customers that they are dedicated to ensuring that customer needs are being met. Also it ensures that staff in the organisation are all working towards the same target.

9. Teamwork/ Effective communication Customer service does not just work at one level in an organisation it is through out it. i.e. hotels (restaurants, reception, room quality) Attractions ( creating good image, amenities etc)

10. Meeting customer needs In each of the sectors of the industry there is a wide range of organisations out to meet the needs of customers. Ensuring that these needs are met is key to the success. Through good customer service these needs can be met.

11. Mission statements Mission statement are developed by organisations. They describe the companies purpose, strategy, standards of behaviour and value. It gives a company a specific aim to achieve. ‘ To grow a profitable airline which people love to fly and where people love to work.’ ( Virgin Atlantic )