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1.2.1 Customers and their needs - Coggle Diagram
1.2.1 Customers and their needs
B
(i) Types of internal customers of travel and tourism organisations
Members of staff within an organisation, e.g. colleagues, managers and supervisors
An organisation’s suppliers
Employees of other organisations, e.g. retail outlets at an airport are internal customers of the airport
(ii) Needs of internal customers of travel and tourism organisations and how these are met
• Safe working environment
• Training appropriate to their job role
• Knowledge of procedures, routines and performance standards for carrying out specific duties
• Job satisfaction
• Incentives and rewards
• Respect from colleagues and managers
A
(i) Types of external customers of travel and tourism organisations
Individuals
Groups, including different age or cultural groups, educational groups and special interest groups
Families
Foreign visitors with language and cultural differences
People with specific needs: people with mobility and access difficulties, people with sensory disabilities, visitors with special dietary requirements
(ii) Needs of external customers of travel and tourism organisations and how these are met
Travel and tourism products and services that meet specific needs of customers
Ancillary products and services
Information and advice
Assistance
Resolving customers’ problems and complaints