Customer Needs and Expectations

Here at Travel Weekly single of the representatives at Virgin Atlantic fox honoured us by musical compo sition an article slightly A day as a representative Lets moot what Kaye Goodwin from Virgin Atlantic has to say In a day of a representative at Virgin Atlantic I produce to emotional state at how these inevitably are identified and I must summit Customer requests in writing Customer requests to representatives of organisations verb on the wholey ( guinea pig to face or telephone) Recognition of unverbalized needfully Customer type one FamiliesIf a family was too put in a request in writing, because they whitethorn have young children, they could possibly write their requests to me in an netmail because of doohickey and time. For prototype a mother and father of deuce young children bring not have time to come into the travel cistrons to sit mess and severalise me what type of spend they would a analogous. Therefore by sending me an email with the requests they would like, it would save a lot of time, and I can look up totally of the data for them and respond back to them via email.Customer type two Couples If a young bitstock would like to go on a short circuit break or a holiday, they would come into the travel agent and sit wipe out with me too tell me where they would like to go and what type of holiday they would like. For casing a young couple from Central London would like to admit a holiday for early December. They come into the travel agent and sit down with me and tell me what type of holiday they would like. After looking for up and discussing different holidays, they would trade name a decision and hopefully book the holiday.If they would like much time to think some it, I would give them a some broachers to take home with them while they thought about it. Customer type two Elderly couple An elderly couple are closely likely to come into the travel agents and sit down with me to discuss the holiday they would like to go on. After discussing a few holidays, I would recommend a holiday. E. g. I would say there is a lovely villa in Spain that is on offer at the moment that is about half a mile a elbow room from the beach. If one of the couples were to say that they have been to Spain before and it was too hot, or that their partner was not able to pass very far, that would be bedn as a recognition of unstated needs, meaning that they would like to go to a destination that is at a cooler climate or they would like to stay in fitting closer to the beach. Customer type four Disabled People that have a disability can communicate with me in any look, i. e. face to face, via email or on the telephone.If a client was to call me and need for information on different holidays but said that they were disabled, I would realize that this would mean they would be a unstated need, and they would need special assistance. For example if a lady who wanted to book a holiday and was dip or visually impaire d, I would know that they would need maps or signs to be put up in Brail and raised floors so they know when they are too close to a swimming pool. Task 2b rationalise how travel and recognition of their needs.Tourism organisations pertain and extend customer expectations using examples from companies in the travel and tourism industry that you have researched. When our company (VA) recognise customer needs, the customers can be face for face with one of our representatives, have an online tittle-tattle with one of our representatives or write their requests too us. We stomach customer needs by making sure that all of the flights operate on time, respiratory tract staff are al modalitys available for assistance and always coif sure that customers are kept up to date with important information such as flight times, flight delays and check in times.The way that we meet these needs are by keeping staff updated with information, uninterrupted announcements for customers at the airports and making sure that landings/take off are plan properly to avoid delays if possible. Task 2c canvass how travel and tourism organisations meet and exceed the customer needs and expectations through the recognition of their needs. You should expand the cerebrate between needs, identification of needs and macrocosm able to meet and exceed customers expectations. Here at Virgin Atlantic, we identify and meet customer needs through customer survey questionnaires/ comment cards and customer forums/ emphasis groups.When the survey questionnaires or comment cards have been read by a member for our staff, usually the customer service manager, they thus analyse all of the comments to find areas of improvement in order to meet customer needs. For example, if a number of customers have complained about staff not shrewd obvious information i. e. directions around the airport, prices of products or check in times, that would tell us that our staff are unequipped to help our cus tomers. From this, we will then need to realise and work our a way to get more information into our staff in order to meet the needs of our customers more efficiently.This can be done in many ways, however the most ideal one for this situation would be to hold regular morning/afternoon meetings to keep staff updated with information. When we exceed customer expectations, we like to go that extra mile by giving out customers more in-depth information. An example of this would be when a customer asks simply the time of their flight, we like to make sure that our staff will fully inform our customers of their flight time, embarkment time, gate number and if there will be any delays.At the Martime Museum (NMM) they meet and exceed customers expectations by making sure that the company works like clock work. All of the staff are given a two day induction and then on-going training pro grammes are offered to all staff. All staff are fully trained and new members of staff are teamed up w ith an experienced team member to meet all of the customers needs. At NMM there are customer comment cards, customer surveys and contract groups to ensure that the organization knows what their customers want and if there are any complaints being made.For an example if the museum had a number of complaints about staff not having complete product knowledge/information i. e. background history of the area they were functional in, that would tell the managers/owners that their staff are unequipped to help their customers. From this information, they work their way to getting more knowledge into their staff. This can be done in so many ways but the most effective way would be to give the staff more training and hold meetings regularly o make sure that they have acceptable knowledge to be working with the customers.