R3 Lesson 3 Customer Satisfaction For Students
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How do Thomas Cook respond to customer complaints? Respond to customers' complaints Customers’ complaints are received by the Customer Relations Department, which will provide a personalised response to all correspondence received. An acknowledgement will be sent out once a letter; e-mail or fax is accepted onto our database. We will investigate all concerns raised and collate a full response. We will also acknowledge our customer’s positive feedback as soon as possible. Our Commitment to you, we agree to: • encourage tour operators to offer the lowest fares available for our flights; • honour the agreed fare that has been paid in full; • give customers notice of known delays, cancellations and diversions; • help customers facing delays; • deliver baggage as quickly as possible; • help customers who have special needs, or who need help getting around; • meet customers' essential needs during long delays on aircraft: • try to speed up check-in; • reduce the number of customers not allowed to board; • give customers information on our 'conditions of carriage'; • provide information on carriers; and • respond to customers' complaints.
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Transcript of R3 Lesson 3 Customer Satisfaction For Students
How do Thomas Cook respond to customer complaints?
Respond to customers' complaintsCustomers’ complaints are received by the Customer Relations Department, which will provide a personalised response to all correspondence received.An acknowledgement will be sent out once a letter; e-mail or fax is accepted onto our database. We will investigate all concerns raised and collate a full response.We will also acknowledge our customer’s positive feedback as soon as possible.
Our Commitment to you, we agree to:• encourage tour operators to offer the lowest fares available for our flights; • honour the agreed fare that has been paid in full; • give customers notice of known delays, cancellations and diversions; • help customers facing delays; • deliver baggage as quickly as possible; • help customers who have special needs, or who need help getting around; • meet customers' essential needs during long delays on aircraft: • try to speed up check-in; • reduce the number of customers not allowed to board; • give customers information on our 'conditions of carriage'; • provide information on carriers; and • respond to customers' complaints.
Making sure of customer service
How can a company really make sure that all of the (potentially hundreds) of people that work for them provide a good customer service?
Can you learn customer service?
Loyalty and Rewards
http://secure.thomascooksport.com/competition.php
Some companies offer their customers rewards for being loyal (they use the same holiday company year after year)
competitionsprizesextra special deals
the ability to sit in an airport lounge before boarding
What are Mystery Shoppers?
These are people who work for a research company who arepaid to go to a visitor attraction and pose as a customer and asksstaff difficult questions about the attraction. They will then fill in a lengthy questionnaire at the end of it all about the attraction. The idea is that the company has to keep its standards high to keep the customer happy!
What are Mystery Shoppers?
How can customer service be measured?
‘This is an excellent way of monitoring customer service- I used to do it with my friend, she would be given £70 to spend in a shop and when we came out we had to write a report, answering questions about customer service! We mystery shopped once in French Connection- they didn’t do very well!’
Mystery shoppers….
This spider diagram shows how organisations can create criteria to ensure their staff are giving excellent customer service
What are the ways in which organisation gain feedback from their customers?
Questionnaires they send out
Telephone calls
Customer satisfaction cards with ratings on them
Computers with questionnaires on them (more fun for customers- they used to do this at Cadbury World)
For a visitor attraction that you have visiteddesign a customer satisfaction questionnaireto get an idea of what visitors think of that attraction.
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What is a Customer Service Charter?A customer service charter is a document that
normally has about 10 points in it to say how that company wants to treat its customers. E.g help customers facing delay.
2) Imagine you are a 'mystery shopper' writing a newspaper article about a local visitor attraction. Write a newswpaper article about what you found at the attraction.
Was it clear / dirty? How helpful were the staff? etc.
Butlins needs to clean up its act!
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BOTTISHAM DAILY
1) Imagine you work at a travel and tourism related business (e.g. a travel agents, visitor attractions, etc.) and you have been asked by your bossto draw up a Customer ServiceCharter for the company.
Choose one of the following activities to do in the lesson today- you will do the other task tomorrow
1.2.3.4.5.6.7.8.9.10.
Charter
