Customer Service in Travel and Tourism

Running head: CUSTOMER SERVICE IN TRAVEL AND TOURISM
Customer service in travel and tourism
Name of the Student
Name of the University
Author note

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CUSTOMER SERVICE IN TRAVEL AND TOURISM
Task 1 part 1
Introduction
It is a matter of fact that in today’s world customer service has an important role in
determining the profitability and the reputation of a business organization that operates in travel
and tourism industry. It can surely be said that it is one of the major factors that provides a
competitive advantage to a business organization whose management effectively implement
various customer service policies in the workplace. The business leaders of the organizations like
hotels, restaurants and membership clubs thus should stress on introducing various customer
service policies in their organizations (Pan, 2015). in this regard it should be mentioned that not
only business organizations operating under travel and tourism industry, but the managements of
all types of business organizations should think about introducing effective customer service
policies in the organizations so that their enterprises can experience better productivity along
with increased reputation and profitability due to higher customer satisfaction level. In todays
world it is rare to see that any business organization does not have proper customer service
policies. Actually these customer service policies are prepared in order to help the customers to
get satisfaction to ensure that the transaction of products and goods are done in a transparent
way. It can be said that the customer service policies set by the management is a tool that the
clients of the organization can utilize for their interests.
It is a matter of fact that the policies related to customer service are generally designed in
such a way so that the clients of that organization can get to know the perspective o the
management of the company and it effectively improves the relation of the customers with the

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CUSTOMER SERVICE IN TRAVEL AND TOURISM
company that significantly help the business organizations to increase their reputation and that
effects positively the chart of profitability.
Discussion
Reasons for using customer service policies
In the hotel business, the presence of effective customer service policies significantly
helps the customers of the business organization to ensure the satisfaction level of the customers.
In this regard, it can be said that the policies set by the management of the hotel businesses can
help the customers to know what they can expect from the hotel and the policies makes it clear
what cooperation the management of the hotel expects from their customers
(Tuntirattanasoontorn, 2018). Thus it can be said that presence of effective customer service
policies makes doing business more transparent which benefits the management of the
organization to maintain transparency and the customers also gets benefited. For hotel
businesses, understanding and satisfying the demands of the customers is vital and for doing so,
the set policies by the management regarding the customer service plays a significant role. It is
seen that in hotel business, the satisfaction of the clients can be looked at an ultimate way to
determine the success and the profitability of the organization. it can be said that in order to
attain more satisfaction of the customers, it is vital to understand that the quality of the services
provided to the customers of the hotel business is aligned with the expectation of the customers
as they will be needing service that could value the worth of money they are spending (Ren et al.,
2016). The more the management of the organization will be able to understand the requirements
of the customers, the more they will be able to sustain and develop their reputation in their
market of operation and eventually will get a competitive advantage against the rival companies