Exceeding Customer Expectations in Travel and Tourism

• Travel and tourims
• Higher Education (non-degree)

Exceeding Customer Expectations in Travel and Tourism

Learning Objectives

• At the end of the lesson 
• you will understand the assignment and grade criteria 
• you will be able to understand the importance of exceeding customer expectations in travel and tourism. 
• be able to identify the elements that contribute to making a positive first impression. 
• you will recognise the significance of personal presentation in customer service. 
• you will be able to describe the impact of body language and tone of voice on customer perception.

The learner must produce a flow chart or report of the stages involved in the customer service journey and suggest ways of evaluating customer service.

Learners must then conduct different mystery shopper exercises to investigate the levels of customer service offered (this could be primary or secondary research). Examples could include:

• travel agents

• restaurants

• attractions

• museums

• galleries.

When preparing for and conducting different mystery shopper exercises, learners could consider:

• ease of booking or purchasing

• welcome

• meet and greet

• the appearance

• first impressions

• amenities

• the service provided.

The learner should produce a report summarising their experience and comparing it to current industry standards.

The learner must produce a flow chart or report of the stages involved in the customer service journey and suggest ways of evaluating customer service.

Learners must then conduct different mystery shopper exercises to investigate the levels of customer service offered (this could be primary or secondary research). Examples could include:

• travel agents

• restaurants

• attractions

• museums

• galleries.

When preparing for and conducting different mystery shopper exercises, learners could consider:

• ease of booking or purchasing

• welcome

• meet and greet

• the appearance

• first impressions

• amenities

• the service provided.

The learner should produce a report summarising their experience and comparing it to current industry standards.

Assignment Brief - LO1 Unit 2

The learner must produce a flow chart or report of the stages involved in the customer service journey and suggest ways of evaluating customer service.

Learners must then conduct different mystery shopper exercises to investigate the levels of customer service offered (this could be primary or secondary research). Examples could include:

• travel agents

• restaurants

• attractions

• museums

• galleries.

When preparing for and conducting different mystery shopper exercises, learners could consider:

• ease of booking or purchasing

• welcome

• meet and greet

• the appearance

• first impressions

• amenities

• the service provided.

The learner should produce a report summarising their experience and comparing it to current industry standards.

Grade Criteria - LO1 Unit 2

What do you already know about exceeding customer expectations in travel and tourism?

The importance of exceeding customer expectations

In the competitive field of travel and tourism, organisations aim to exceed customer expectations, not just meet them.

The importance of exceeding customer expectations

After all, many of the flights, holidays and hotels we book are of a similar price to other agents, so why should a customer book with us?

As a travel and tourism employee you will need to be aware of the principles of customer service, to ensure that customers book with you rather than the competition.

The role of first impressions in customer service

A customer's first impression, which can be formed within 10 seconds, is crucial and can be influenced by various factors such as staff availability, appearance, and behavior.

The role of first impressions in customer service

These first impressions could be formed by seeing

• A queue of customers- or being served immediately
• Staff talking to one another or being greeted on arrival
• Scruffy staff who are chewing gum, or well dressed staff giving a professional image
• Staff slouching over desks or positive behavior's and body language
• Eating in the office or clean tidy desks

Once a negative impression is formed it is hard to get this opinion changed!

The significance of personal presentation

Personal presentation is a key component of effective customer service, reflecting one's professionalism and affecting customer confidence.

The significance of personal presentation

Your personal presentation reveals how you feel about yourself, your customers and your level of professionalism.

Travel and tourism is such a “people” business that you should be aware of the importance of personal presentation, and the impact it will have on your customers and their confidence in your ability, to provide a good professional service

Customers will judge you on..

• Your appearance
  
• How you care for yourself
  
• Your body language
  
• How you greet your customer
  
• How organised you are
  

The significance of personal presentation

In order to encourage good personal presentation some organisations provide a uniform. This is usual for staff dealing directly with customers.

There are many benefits of staff wearing a uniform such as..

• Customers immediately know who the staff are
  
• A corporate image is developed
• Staff feel they are part of the company and a team
  
• The organisation has direct control over what staff wear

Understanding body language and tone of voice

Non-verbal communication, including body language and tone of voice, plays a significant role in conveying messages to customers.

It is estimated that we convey more messages by the way we stand, use eye contact, hold our heads and use facial expressions then we do with our words.

Understanding body language and tone of voice

Similarly our tone of voice can indicate how we are really feeling.

Using the same words in two different situations, can portray different impressions.

Definition List

Customer Expectations: The hopes or beliefs regarding the level of service that customers anticipate receiving. 

• First Impression: The initial perception a customer forms about an employee or organization, often within a short time frame. 
• Personal Presentation: The act of grooming and presenting oneself in a professional manner to convey a positive image to customers. 
• Body Language: Non-verbal communication through gestures, facial expressions, posture, and other physical behaviors. 
• Tone of Voice: The quality or pitch of a spoken voice that expresses the speaker's feelings or intentions.

Impressions

So remember in all aspects of life, you and others form first impressions. Often that first impression sticks with that person and can be hard to overcome.

 So next time you meet someone for the first time, think about what we have discussed today, and make that positive first impression!!

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Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.