D- customer service records

For this section you can refer to the booking procedure - because when once this has been completed the REP now have a customer record

Another example is the REP Club questionnaire

There is also a general questionaire sent out to all customers on their database

We do not have access to any other customer service records

C - customer service procedures

These are the procedures that you can refer to:

Booking procedure - use the screen dumps
on-line booking procedure
customer complaints procedure
accident report procedure
risk assessment - health and safety procedure
evacuation procedure


C3 - you need to suggest two or more improvements that could be made to customer service procedures

1. Announcements regarding evacuation procedures prior to a performance
2. Customer comment forms - at present there is no printed format
3. Is the online procedure effective or can you suggest any improvements?

C - customer service procedures

These are the procedures that you can refer to:

Booking procedure - use the screen dumps
on-line booking procedure
customer complaints procedure
accident report procedure
risk assessment - health and safety procedure
evacuation procedure

Customer service strand C - UPDATE

c strand

This is concerned with the benefits of effective customer service and, in the case of stronger candidates, may well overlap with strand a.

c1 – The description must make reference to the organisation for marks to be awarded.

c2 – Follow the Assessment Evidence grid not the exemplification for c2 (page 75)

Make sure that you are referring to customer service procedures rather than to the services the organisation provides for its customers.

c3 – In recommending improvements you need to clarify the benefits that these would bring to the organisation. Again, ensure that they are referring to customer service procedures rather than to the services the organisation provides for its customers.

Accommodation

wide range of facilities:
hotels, motels and guesthouses,
timeshares
youth hostels
holiday centres
bed and breakfast
caravans and camping sites

Eating arrangements:

B&B = Continental plan bed and breakfast only
Self catering accommodation only is provided together with facilities for preparing and cooking own food
Half board = Modified Bed and two meals - usually breakfast and evening meal
Full board = American plan Bed, breakfast, lunch and evening meal
All inclusive Bed, breakfast, lunch,evening meal, snacks often includes drinks and entertainment



Hotel Grading schemes

Help tourists to distinguish different types of accommodation.

E.g. English Tourism Council, AA, RAC

Properties are visited annually by trained impartial assessors.
Hotels and self catering accommodation are given star ratings * = poor ***** = higher quality and greater range of faclilites and level of service provided.

Guest accommodation are rated between 1 and 5 diamonds . The more diamonds awarded, the higher the overall quality in areas such as cleanliness, service and hospitality.

Different customer types (tourism)

• Families
• tourists
• OAPs
• organised party groups
• disabled people
• day trippers
• overseas visitors
• businessmen and women
• people living outside area - domestic market