Post on 01-Nov-2014
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Putting the customer first
Michael CaseyBTEC First Travel & Tourism
Submitted 26/1/08
Introduction
An investigation of two travel and tourism related organisations in the greater Belfast area:
W5 Ice Bowl
P1. Investigate and then describe how
two travel and tourism organisations approach customer service in terms of policies, processes, resources available and customer service.
What is customer service ?
“ The sum total of what an organisation does to meet customer expectations and
produce customer satisfaction.”
The Institute of Customer Service
W5 Introduction Located in Belfast at the Odyssey It is an interactive centre with 160
exhibits Has a conference centre 2007 it won customer service
awards Owned by National museums NI.
W5 Policies Mission statement“Fire the spirit by unlocking creativity
and the scientist in everyone”
Customer feedback – comment card, survey forms & exit / entrance poll
Staff Friendly & welcoming Uniforms Name badges Chosen for their suitability to do
the job not necessarily qualifications
Well trained
Processes- records kept
W5 keeps accurate records to help them look after customers well
Feedback sheets/ cards Accident books
How do they approach customer service?
They believe that good service will enhance visitors experience and attract new and complete services.
All staff are trained in customer serve skills as they believe they need to constantly give really good service
Ice Bowl
Dundonald
Ice Bowl – What is it ? Located on Old Dundonald Road
Dundonald N.I. leading leisure facility Olympic sized Ice rink Extreme ten pin bowling Indiana Land – indoor adventure
area for children Camp site
Policies Mission Statement ‘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.’
Feedback PolicyVerbal Complaints – Solved immediatelyLetter complaints / Complaints from local
councillors – Respond within 72 hours and give solution with 14 days
Complaints or suggestion box – Emptied weekly, and log in complaint book and 10 working days to get back to the person who complained
Health & safety Accident book – 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
Staff 100+ full and part time Experience – depends on job Training- induction, customer
service etc.
How do they approach customer service?
Aim to give good service Have a customer charter Have a system for complaint
handling Try to be proactive-
P2 Describe the needs of different
types of customers in travel and tourism
What Are Their Needs?
Visitors with special needs: Limited mobility Visually impaired Partially hearing Language Diet
Customers have different needs
Customers are all different: Age Ethnicity Interests/ groups Customers with special needs Demographics
W5- who are the customers? Educational groups Families Tourists Corporate Special needs visitors
What are their needs?
Educational groups- Talks Accommodation for larger groups Somewhere to eat Health & Safety Range of ages
What are their needs?
Families- Economical price Events at times when children are
off school Changing exhibits Range of activities for all the
family
What are their needs?
Corporate/Business Conference facilities Catering High standard of facilities Parking Accommodation
What are their needs?
Couples:- Interesting exhibits Somewhere to eatTourists: Range of languages Interesting place to visit Indoor attraction
Icebowl Educational groups Families Tourists Corporate/ business Teenagers Special interest groups
What are their needs?
Educational groups Individual specialist interests Accommodation for larger groups Activities Somewhere to eat H&S Range of ages
What are their needs?
Families/ tourists Economical price After school activities/ school holidays Activities for all family Singles: teenagers/ adults Birthday parties Accommodation
What are their needs?
Corporate/ business Team building days Conferences/ meetings Catering
What are their needs?
Special needs: Dietary Limited mobility
P4 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.
Why do we measure customer service ? To see if customers are satisfied. Find out how good your
organisations is compared to others in the same market.
To see if staff are trained correctly.
What Do You Measure ? Friendliness Helpfulness Speed Exceeding needs Patience Effectiveness
How Do the Ice bowl Measure Customer Service?
Customer comment cards Verbal comments from customers Mystery shoppers Local councillors Observation
How Do W5 Measure Customer Service ? Questionnaires- Comment cards - Annual exit poll - Educational
evaluations 1/3 party researchers Google web analysis Staff asking customers