Review sheet as we go CH. 3 Customer service

Box 1

1. Distinguished by quality

2. Highest standards expected/Staff fully aware of needs

3. Consistently exceed expectations

4. Everyone’s responsibility

5. Consumer’s eyes/quality measured by attitude/Everyone’s attitude in company

Box 2 Customers look for

1. Reliability

2. Responsiveness

3. Assurance

4. Empathy

Box Three – Main implications of poor customer service are

1. Not getting info needed

2. Loss of income/cancellations

3. Increased cost/trying to get repeat or new customers

4. High staff turnover

5. Unhappy/inefficient workforce

6. Poor public image

7. Lack of customer loyalty/no incentives to return

Box Four – Customer Service Policy

1. Goal/Make an organization’s customers feel satisfied/valued/get them to return

2. Special training for workers/meet demands of internal/external customers

3. Customers feeling outrage/will not return

4. Most customer service is average

5. Customer service delight zone/will return/loyal/repeat

Box Five – Moment of truth

1. First impression – customer and employee

2. Reception desk

3. Restaurant

4. Guest room

5. Customer satisfaction impacted by customer expectations

6. Customer service matches customer expectations/ will return

7. Customer service procedures/routines/detailed steps/organization uses to deliver its customer service.

Box Six – Operational standards

1. Operational standards/ what is to be done/steps/procedures

2. Competence standards/action carried out/individual employee performance/putting steps into action

Box Seven – external/internal customers

1. Customer is anyone who has the right to ask/expect/employee to provide a service/

2. External customers

A. Individuals

B. Groups/age/cultural/special interest

C. People with children

D. Foreign visitors/language/cultural differences

E. Specific needs/wheelchairs/sensory disabilities/dietary

F. Members and non-members of travel organizations

Box Eight – Internal customers

1. Staff within organization/ and organization that supplies

2. Immediate colleagues

3. Management/supervisors

4. Employees of other organizations

Box Nine- Maslow

1. Hierarchy of personal needs/ met in order for people to live and prosper

2. Pyramid shape

3. Base: physiological needs: food/water/shelter/air

4. Next: Safety/security/protection/order/stability

5. Next: Social/affection/friendship/and belonging

6. Next: Ego/prestige/success/self-respect

7. Next: Top: self-actualization/self-fulfillment

Box Ten – Maslow Tourists

1. Arriving at destination/accommodations/safety/food/ directions

2. Traveler has accommodation, food, safety, local knowledge/ then they will feel good to socializing/interacting/letting guard done/exploring

3. Feeling of safety/local knowledge/less stress/ appeal of local tour guide and all-inclusive

Box Eleven – External Customers

1. Visit places/deal with companies that provide something they need

2. Organizations/break down customers by age

Box twelve – Baby Boomers

1. 1944-1960

2. Getting older/think younger

3. Personalized treatment

4. Health/fitness

5. Affluent/brand loyalty/comfortable with traditional travel methods

6. Need good lighting/clear text/easy movement

Box Thirteen – Generation X

1. 1960-1980

2. Technologically competent/independent/flexible

3. Efficiency/directness

4. Have lots of questions

5. Skeptical of overselling

Box Fourteen – Generation Y (millennial)

1. 1980-2000

2. Sociable/ goal-orientated/digital media

3. Quick solutions

4. Don’t talk down too/know what they want

Box Fifteen - Tourism businesses identify potential customers needs

1. Restaurants display menus/specials/ windows/door

2. Passing by on street

3. Tour operators/brochures/employ knowledgeable staff/outgoing/understands product/ask the right questions

4. Shops/large signs on windows/distinctive product displays

Box Sixteen – Learn how to understand customer’s needs and wants/quickly/satisfied

1. Visit a TIC

2. Visitor needs/ ask direct questions/listen to their response/provide a range of options

3. Service attitudes/commitment/reflect management

4. Service/positive/enthusiastic/interested in job/knowledgeable/boss/then workers will follow suit

Box Seventeen Internal customers

1. Manager/happy with staff/tell them/ not happy with their effort/ tell them as well

2. Successful management/monitor and manage workers satisfaction

3. Internal customer satisfaction/related to encounters with management/external customers

4. Employee satisfaction/direct bearing on external customers satisfaction

5. Employee satisfaction/customer satisfaction/ will determine profits

Box Eighteen Studies of Internal customers

1. Positive relationship/ customer satisfaction/profits/sales

2. Positive relationship/employee satisfaction/profit/sales

3. Relationship/employee satisfaction/customer satisfaction/linked

Box Nineteen Maslow Internal workers

1. Bottom: Physiological: Competitive salary/wages

2. Next: Safety and security: Safe work conditions

3. Next: Social/belonging: work-based social events

4. Next: Esteem: feedback/appraisal system/praising effort

5. Top: Self-Actualization: more challenging/stimulating work/promotion

A. Staff thrives on praise/public recognition

B. Reward staff for their efforts

C. Informal rewards/ job well done/ praise/high-five

D. Formal rewards/ tangible/gifts

Box Twenty Delivery of customer service

1. Timing skills/ hostess/waiter/food runner/bus boy/chef

2. Advise specials/what drinks, food are available or not available

3. Try not to disrupt table / read the table from a distance

4. Clear used plates/drinks/ or unused cups or plates

5. Replenish bread/water/drinks without them having to ask

6. Know the menu/ make suggestions/ dietary preferences/ substitutions

7. Body language/smile/positive image

8. Mode of dress should match nature of work being done

9. Personal presentation/hygiene/clothes pressed/hair combed

10. Don’t touch food, glassware inside/surfaces of china

11. Bring check in timely manner

12. Welcome them/ welcome them back

13. Ask if you can do anything else/anything else they might need

14. Let them know how long until food is ready

15. Food runners/ check food before running

16. Make up for any delays

Box Twenty One Front line workers

1. Front line employees/ interpersonal skills/ interacting with others

2. Interpersonal skills/communication skills/people skills/soft skills

3. People skills/improving/builds confidence/enhances relationships

4. Codes of conduct to follow/represent the company/pride in personal appearance/dress/general grooming

5. Cleanliness/personal hygiene

Box Twenty Two Hotel Receptionist

1. Front line employees/moment of truth

2. Greet in appropriate manner

3. Appearance of hotel/reception area/positive impression

4. Speak a foreign language

5. Administrative skills/ computer skills/reservations

6. Being accurate and efficient

7. Communicate clear/friendly manner/keep area clean

8. Courtesy/tact/diplomacy/when it comes to requests

9. See problem from customer’s point of view

10. Understand their frustration/give alternatives/upgrades

11. Apologize for inconvenience/ free drink at bar

12. Never argue/try and agree with customers solution

13. Know mental map of hotel

14. Know what is being used or open or closed in hotel

15. Any special event going on/what needs reservations/payment types

Box Twenty Three Housekeeping Room Attendant

1. Conditions of room/overall reputation of hotel

2. Moment of Truth

3. Check guest occupancy/has room been vacated

4. Report any room problems/maintenance problems/ to supervisor

5. Clean room/start from furthest point from the door

6. Wear gloves/change beds/towels/soaps/shampoos/tubs/toilets

Box Twenty Four/ Business floor staff

1. Executive floors/computers/fax machines/secretarial asst. / Internet/free wifi/printers

2. Express check in/out/ concierge services/airline/car rental reservation asst./shuttle services

3. Free snacks/coffee/beverages/continental breakfast

4. Local/international newspapers/magazines

5. Staff/engage/interact/trained/high expectations

Box twenty five/ Delivery of customer service

Training

1. Professionalism/skill

2. Attitude/behavior

3. Accessible/respond to needs

4. Reliability/trustworthiness

5. Recovery

6. Protect brand image/reputation

Box twenty six/ Performance standards

1. Part of job description/ “ what”/ “ how-to” / “ how-well”/ “ how-many”/ “ how-often”/ “ how-soon”

2. What is to be done/ how it is to done/

Box twenty seven/ Job description using performance standards

1. Server will take food/beverage orders for up to five tables with 100% accuracy/ using standard house procedures

2. Adding a performance goals/set performance standards/how much/many/good/fast/soon/accurate

3. Improve individual employee performance

4. Workers not given specific instructions/they will choose easiest methods to complete task

5. Workers/will only do parts of their job they like doing

6. Procedures/standards/correct this

7. Procedures/standards/workers will improve their skills

8. Improved skills/knowledge/goals met/encourage people to work more independently

9. Reward system/achievement/better workers

10. Better work/more productivity/better customer service/more sales/more profit

11. High morale/workers feel secure/wanted/they know what to do/how to do it/what they will be judged on

12. Let employees help with objectives/sense of pride/commitment/seeing their own goals achieved

13. Participation/brings loyalty/belonging to company/

14. Performance standards/less conflict/misunderstanding/everyone knows what they are responsible for/ level of performance expected

15. Reduces likelihood that one person is doing less than another/ often a cause of discontent/conflict

Box twenty eight/ Assessment of quality of customer service

Benchmarking

1. Identify best practices/ understand/evaluate/current position/ in relation to best practices set forward by corporation/ identify areas for performance improvement

2. Look outward to examine others/competitors/see how they achieve performance levels

3. Lessons learned from benchmarking/ used to help facilitate improved performance in areas needed improving

4. Benchmarking/ ongoing/improvement process/ever-improving best practice

Box twenty nine/ Informal Feedback

1. Ask customers questions/informal/non-threatening manner

2. Gathered over dinner/casual conversation

3. Simple questions/yes/no/answers

4. Head waiter/ask if meal was good/service was satisfactory/anything else needed

5. Questions asked/invite customer feedback/provide opportunity for guests to comment/identify what could be improved/what was done well

6. Highlights trends/issues/at early stage/before they turn serious

7. Cost nothing to ask questions/free feedback/significant benefits

8. Colleagues working together/identify problems

9. Offer rewards for staff that suggest positive development/ask staff informal questions

10. Ask suppliers informal questions

Box Thirty / Observation

1. Collect feedback/personal performance/watching staff complete duties

2. Note what is done well/what needs improvement/performance of routines/personal presentation/grooming/competence

Box Thirty One/ Surveys

1. Meet needs/wants of customers/ meet customer satisfaction

2. Find out customers needs/wants/who/age/gender/income/etc.

3. Market research

4. Larger companies/carry out research themselves/smaller ones might hire firms to collect customer data

5. Collect surveys at airport/reception area of hotel

6. Methods/self-completion questionnaires/ open-ended/closed –ended/multiple-choice questions/customer or potential customers fill out

7. Telephone surveys/internet surveys/telephone surveys/forms/email

8. Data/assess customer satisfaction/meet/exceed expectations of customer

Box Thirty Two/ Suggestion Box

1. 1880/first physical box/Scotland/shipyard

2. Collect ideas from all employees/pay for each idea implemented

3. Total quality control/cost/safety/ideas/complaints

4. Capture ideas from everyone/anonymous

5. Problems/ someone might be standing next to box/need incentive to contribute/will their ideas be treated fairly/may not be emptied for long periods of time/initial excitement wears off

6. Positive: quick to put up

Box Thirty Three/ Focus Groups

1. Qualitative research/ small group of consumers/certain topics/products

2. Gather info/acceptability/usability/colors/shapes/branding/re-launched/advertising/consumer perceptions

3. Elicit depth data/consumer motivation/branding

4. 6 to 8 in group/moderator/ask questions/draw out answers/encourage discussion/observation/one-way mirrors/video/audio taping

5. Consumers are screened/demographics/usage/past consumer behavior/age/income/race/gender/ethnic/hobbies

6. Paid cash/gifts/ for attendance/participation

Box Thirty Four/Mystery shoppers

1. Market research companies/internally/external

2. Perform specific task/purchase product/returns/ask questions/register complaints/behave in a certain way/view cleanliness of store

3. Provide feedback/reports to company

4. Given instructions/procedures/test knowledge and service skills of employees

5. Submit data to be reviewed

Box Thirty Five/ Customer Satisfaction/employee satisfaction

Satisfied employees will

1. Interaction/develops awareness/ respond to customer goals and needs

2. Be motivated/provide effort/care

3. Be empowered/training/increased responsibilities /serve customer better

4. Have High energy/offer best service/positive perception of company

5. Offer adequate explanations/show empathy/understanding/respect/ concern

Box Thirty Six/ How Managers reward their staff

1. Organize familiarization trips

2. Staff swap programs/TICS

3. Thank you cards/flowers

4. Morning Teas/Coffees

5. Pay for industry workshops/conferences

6. Complimentary tickets

7. Staff member of the month

Box Thirty Seven/ Hotel Waiting Staff

1. Take care of guest’s drinks/meals/work with kitchen staff

2. Timing!!! Sitting guests/drinks/specials/order/food/refills/checking meal status/presentation of food/clear plates/ dessert/coffee/check/return card/proper goodbye

3. Try not to disrupt guest often

4. Know what food/drinks are available

5. Table clear of unwanted items

6. Replenish drinks/bread/timely manner

7. Personal presentation/hygiene

8. Try not to touch food/certain parts of plates/glasses

9. Help busboy clear the table

10. Positive image

11. Don’t offend customer by appearance

12. Dress/physical appearance should match nature of work

13. Interpersonal skills/front line staff

14. People skills/soft skills/communication skills

15. Improving these builds confidence

16. Confidence/enhances performance/relationships

17. Follow code of conduct/speech/appearance/dress/grooming/cleanliness/personal hygiene

Box Thirty Eight/ Check list waiting staff

1. Uniform clean/looking good

2. What is on menu/alternatives/substitutions/specials/what your out of

3. Pen/cloth/pad

4. Introduce yourself to guest

5. Cold items come first/hot last

6. Don’t rush apps

Box Thirty Nine/ Serving and Clearing food

1. Collect food/beverage promptly from kitchen and bar/ check for accuracy/presentation

2. Follow up on delays/rely them to customer

3. Check on customer satisfaction

4. Remove used items

5. Dispose left over food

6. Customer farewell

Box Forty/What we the customer expects at Bar and Dining experience

1. Friendly and enthusiastic staff

2. Smart looking staff

3. Knowledgeable staff

4. Offer to help without being asked

5. Prompt and efficient staff

6. Don’t hurry us

7. Apology if you keep us waiting

8. Apology if things go wrong

9. Treat as individual

10. Reassure any delays/problems

Box Forty One/ Please

1. P: Posture/ alert/ready for help

2. L: Look/Listen/show interest/concern

3. E: Expression: Friendly/Natural/Smile

4. A: Appearance: Smart/Clean/Correct Uniform

5. S: Speech: Show courtesy/proper/tone

6. E: Eagerness: help others/enthusiasm/enjoy your work

Box Forty Two/ Hotel Receptionist

1. Front line staff/moment of truth

2. Greet/welcome/never a second chance at first impression

3. Appearance/positive impression

4. Speak foreign languages

5. Understand hotel’s computer systems/handle reservations

6. Administrative skills

7. Proper/clear languages/friendly

8. Be Courteous/Tact/Diplomacy

9. Listen/open minded/

10. Keep guest informed

11. Apologize for any delay/inconvenience

12. Understand customers point of view/empathy

13. Agree to solution

14. Get guest approval of solution

Box Forty Three/ Avoid Complaints by

1. Clearly state what is included in price/ room/meals/drinks/service/charges/taxes/excursions

2. Planned functions/smoking/refurbishment taking place

3. What needs to be pre booked/spa/dinner/shows

4. Advanced warning if restaurants are closed/fully booked

5. Hotel’s cancellation policy/credit cards

6. Deposits that might need to be made on reservations

7. Is deposit refundable

8. Charges for additional services

9. Acceptable/unacceptable types of payment

10. Hidden Fees

Box Forty Four/ Assessing the quality of customer service

1. Strategies include monitoring customer feedback/ maintaining staff levels/ training programmes/ monitor individual performances

2. Customer service policy that will state their strategy/ covers all types of customers

3. Policy/emphasis will cover needs and wants from all cohorts

4. Main aim of policy/ customers feel satisfied/valued/get them to return again

5. Policy/ staff must be aware/ continue to be made aware

6. Specialist training course/ ensure all staff interact with external/internal customers

Box Forty Five/ Organizational/Functional/Standards

1. Service procedures/routines/detailed steps/deliver customer service

2. Formal procedures in writing/ train staff/monitor service

3. Organizational customer service standards/ specify what is to be done/said in a given scenario/ EX. Have to wear name tag/told to smile/make eye contact/introduce company and yourself

Box Forty Six/ Functional area customer service standards

1. Action individual employee needs to follow/ task to be performed

Box Forty Seven/ Organizational standards for employees

1. Uniform always clean/tidy/look your best

2. Know what is on the menu/ alternatives available

3. Service cloth/pen/paper

4. Introduce yourself

Box Forty Eight/ Frontline employees

1. Have interpersonal skills/communication skills/people skills/soft skills

2. Interact/deal/converse/problem solve/greet/

3. Builds confidence/enhances relationships

4. Cleanliness/personal hygiene/dress/grooming

Box Forty Nine/ Employees/encouraged to deliver high standards/ company expects

1. Friendly and enthusiastic staff

2. Smart looking staff

3. Educated about corporation and location

4. Willing to be helped without being asked

5. Prompt service

6. Apology if waiting/something is wrong

7. Do not hurry

8. Treat as individual

9. Quality is remembered/ price forgotten

Box Fifty / Performance Management

1. Enables an employee and manager to review past performance

2. Assess current achievements and point out what training needs to be improved

3. Reflect employee’s potential for development or promotion

4. Meeting between employee/supervisor/set performance targets for the coming year based on the findings of the observations

Box Fifty One / Performance Management System

1. Performance Standards

A. Identify relevant standards, select indicators

B. Set goals/targets

C. Communicate expectations

2. Performance Management

A. Refine indicators/define measures

B. Develop data system

C. Collect data

3. Reporting of Progress

A. Analyze data

B. Feed data back to managers/staff/policy makers

C. Develop a regular reporting cycle

4. Quality Improvement Process

A. Use data for decisions to improve policies

B. Manage changes

C. Create a learning organization

Box Fifty Two Benchmarking

1. Process of identifying best practices in relation to customer service delivery

2. Search best practice/ take place inside the corporation/outside the organization

3. What you can learn/improve within your company buy studying and analyzing rival companies customer service practices

4. Objective/ benchmarking is to understand and evaluate the current position of a business in relation to best practices and to identify areas and means of performance improvement

5. Benchmarking process/ look outward/ examine how others achieve performance levels/ understand the processes they use

6. Learn lessons from benchmarking/applied/ help facilitate improved performance

Box Fifty Three Application of benchmarking

4 Key Steps

1. Understanding in detail existing customers service processes within the organization

2. Analyze the customer service processes of others

3. Compare own customer service performance with that of others analyzed

4. Implementing the steps necessary to close the performance gap

Box Fifty Four / Impacts of quality customer service for customers

1. Quality of customer service/customer feels either satisfied or dissatisfied

2. Customer perceptions/ positive/negative/based on needs being met/gained value for their money

3. Perception of quality/overall experience

Box Fifty Five / Impacts of quality customer service for employees

1. Job satisfaction tied too/ employee being able to offer high quality customer service/receives positive feedback

2. Unable to answer questions/lack of appropriate training/not know how to carry out procedures/lead to dissatisfaction in job

3. Organizations/invest time/money/training /enhance skill development /increase employee’s employability

Box Fifty Six/ Impacts of quality customer service for the organizations

1. Invest time and money/development of staff/more satisfied/empowered/competent/efficient/knowledgable/engaged/workforce

2. Staff/understand role/contribute to company

3. Builds positive reputation of the company

4. Staff/feel comfortable/have purpose/increase job satisfaction/customers happy/loyalty

5. Company/meet customer’s needs/go beyond expectations

6. Great reputation/loyal customers/free advertisement

Box Fifty Seven/ Customer Service

1. Visitors to a city: families/singles/couples/disabilities/groups/older/middle-aged/younger

2. Backpackers/campers/five star clients

3. Local trips/overseas destinations

4. Nature seekers/nightlife/shopping/cultural experience

Box Fifty Eight/ Needs of External Customers

1. Food/shopping/accommodation/transportation

2. Ancillary Products/ car hire/theme park tickets/ tour guides

3. Information and advice/TIC/ visas/booking tours/safe areas/ money exchange

4. Assistance in travel arrangements

5. Resolving customer problems/complaints/hotel room/car hire

Box Fifty Nine/ Making Hotel Reservations: internal workers

1. Tell client what is included in price they were quoted: meals/refreshments/service charges/taxes

2. Hotel’s smoking policy/ refurbishment work in progress/ planned functions/ events

3. What facilities need to be pre-booked/ spa/dinner

4. Advanced warning if restaurant is closed or fully booked

5. Detail on the hotels cancellation policy/ credit card fees/ how they are charged

6. Info on any deposits that might be need

7. Info on the type of payment / credit card fees

Box Sixty/ Likely needs of internal customers

1. Safe working environment/ protect from risks and dangers/ protect well-being/ includes uniform/ protective clothing/ follow local employment laws

2. Appropriate training to their job role/ product knowledge/ specialist skills/provide training/ pay employees for training

3. Knowledge of procedures/routines/performance standards for carrying out specific duties/ code of conduct of company

4. Job satisfaction/ employee feels content with their job/ feel motivated

Box Sixty One / Customer Feedback

1. Response on Social Media

2. Suggestion boxes

3. Comment cards

4. Use of companies website

5. Evaluation forms

6. Informal feedback

7. Online/phone surveys

8. Focus groups

Box Sixty Two/ Social Media

1. Communicate with existing and potential customers

2. FB/Twit/Yout/Inst/Snap/ promote product

3. Regular updates/deals/pics/videos/comments/likes/interact/promotions/reviews

4. Share with wider base of customers

Box Sixty Three/ Customer Comment Cards

1. Check out book

Box Sixty Four/ Specific Market Research

1. Qualitative Data/ info collected about customer’s opinions and attitudes towards products and services

2. Quantitative Data/ numeric/statistical by nature/ frequency of visits/cost and number of users and so on

3. Quantitative Data/ shows patterns/trends in the market/graphs/charts

4. Qualitative Data/ more difficult to represent graphically/ questions and answers

5. Both types/ assess customer satisfaction levels/ identify areas of improvement

Box Sixty Five/ Qualitative research

1. How many times have you been here: purpose: shows repeat guests/loyalty

2. How did you hear about us: purpose: Assess marketing/promotion methods effectiveness

3. Please rate the following aspects: the service supplied/ experience / purpose/ are you meeting guest’s expectations/ identifies areas and aspects needing improvement

4. Would you like to receive information regarding our promotions and special events: purpose: More efficient/targeted marketing and extended database

5. Can we use your comments and feedback for our promotional purposes: purpose: Endorsements on printed marketing materials

Chapter 4

Box Sixty Six Economy Class

1. Prepared meal

2. Overhead storage

3. In-flight entertainment

4. Cash for drinks

Box Sixty Seven Business Class/First class

1. Complimentary chauffeur car service

2. Drive thru check-in/ head to club house in terminal

3. Seats turn into flat bed/ aisle access

4. No seat meal times/ freshly prepared / unlimited drinks

5. Laptop power access/ large TV/ large table for meetings/ mood lighting/privacy shell

6. Private check-in/ personal attention

7. Rotating seats/ coatroom/ mini-bar/personal mirror/ shower/magazine rack/ desk lamp

Box Sixty Eight / Budget Carrier

1. Low fares/ pay for headphones/ bag limits/ food/ drinks

2. Single passenger class/ common planes/ Boeing 737

3. Cheapest ticket is the earliest purchase

4. Unreserved seating

5. Secondary airports/ cheaper landing fees

6. Short flights/ quick turnaround times

7. Simplified routes/ point to point

8. Direct ticket sales/ internet

9. Employees have multiple roles/ less staff

10. Unbundling of ancillary charges/ airport fees/taxes/made separate/ makes headline fare fee look cheaper

Box Sixty Nine/ Rail Service

1. Domestic/international travel/ high speed

2. Business/leisure travelers

3. City center to City center/ near all tourist sites/ reduces transfer fees

4. Big cities to small cities/ lots of connecting points

5. Check-in procedures/ security procedures/ quicker

6. Less luggage restrictions

7. Buy tickets at station

8. Stations have a lot of ancillary services/ can walk to stations

9. Large work tables/ free Wi-Fi/ plug-in tech/ sleeping cars/ restaurants/ bars/ windows/ move around train/TVs/laptops

Box Seventy Coach Service

1. City to City

2. Cheap/budget/backpackers

3. TV/Plug-in service/Wi-Fi/windows

4. Stops big and small cities

5. Tour groups

6. Better if infrastructure is up to date

Box Seventy One / Travel agencies

1. Wide range of products/ flights/cruises/hotels/rail/car rental/ transfers/tour packages/medical screening packages/ tour guides/ ancillary services/ tickets to events/ restaurants

2. Operates in convenient locations/access to traveller/promotions/deals

3. Personalized services/direct contact/face to face/ solve problems while traveling

4. Travel insurance/Foreign exchange/Sight seeing pre-booked/passport/visa info/ reservation advice/maps/brochures/guide books

Box Seventy Two/ Tour Operators

1. Combines two or more travel services/transport/accommodation/catering/entertainment/transfer/sightseeing excursions

2. Sell directly of through travel agencies

3. Package tours/ flights/accommodation/services

4. Bulk buying/ cheaper price

5. Contact numbers/ solve problems

6. Niche tour operators/ specialized packages

7. Target by age/groups/interests/income/lifestyle/green tourist/hobbies

8. Inbound tour operators/outbound tour operators

9. All ancillary services paid for/ quick access/tour guide supplied/pre-paid tickets

Box Seventy Three / Factors influencing international travel

1. More leisure time/ more disposable income/new long-haul destinations/ city breaks/ adventure tourism/eco/sports/ youth/grey/ market

2. New routes/services/transport/more variety

3. E-booking/ exchange rates/business travel profitability/Seasonality

4. Personal well-being/ healthier society/younger feeling/combined activities with health conscious lifestyle

Box Seventy Four/ Internet/Social Media/Do-it yourself packaging

1. Travel blogs/internet/speed/convenience/first person accounts/read from the people you had first hand travel experience

2. Facebook/Instagram/Twitter/Snap chat/YouTube/Trip advisor/Yelp

3. Photos/videos/podcasts

4. Easy credit card payment/instant booking/instant confirmation

5. Flights/accommodations/attractions/restaurants/tour guides/direct contact/car rental/maps/virtual tours