Customer Service Management Analysis for Center Parcs Report

This report provides a comprehensive analysis of customer service management within Center Parcs, a holiday village. It begins by identifying the types of customers Center Parcs attracts, including internal staff and external guests such as families and specific demographics. The report then details the current needs of each customer type, considering accommodation requirements, family-friendly amenities, and the importance of safety and entertainment. It further explores major techniques Center Parcs can employ to assess the effectiveness of its customer services, such as seeking opportunities, developing conversations, taking ownership of issues, and utilizing detailed customer notes. The report emphasizes the use and importance of a quality system, highlighting its role in maintaining competitiveness and increasing efficiency. Finally, it proposes short action guidelines and a plan to improve customer service, offering actionable strategies for Center Parcs to enhance customer satisfaction and loyalty. The report concludes by summarizing key findings and recommendations for improving the overall customer experience.

Customers Service
Management for Travel and
Tourism

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
1 Types of customers that Center Parcs attracts as a holiday village..........................................1
2. Current needs of each type of customer that identified in question 1.....................................2
3. Major techniques that Center Parcs can use to analysis effectiveness of customer services in
the company.................................................................................................................................3
4. Use and importance of quality system that can implemented in Center Parcs to increase
customer service..........................................................................................................................5
5. Short action guidelines and plan..............................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Customer service management is useful perspective that assists to improve marketing and
productivity. There are mainly two elements included such as business development and
partnership relationship. In this way, systematic work performances developed and create mutual
value creation at workplace (Sun, Cárdenas and Harrill, 2016). With this regard, enterprise
widely set their aims and objectives that assists to meet with the desired results in the business
environment. It is the customer focused business strategy that assists to increase customer
satisfaction and loyalty towards the business performance. In addition to this, travel and tourism
enterprise implement valued activities that assists to aggregate value in the business for
increasing customer base.
In order to focus on the present report, it is based on the Center Parcs which was
established by Piet Derksen. They establish their operations to increase short holidays breaks in
the forested areas in 1967. Nowadays, the company want to increase their business operations
and functions through focus on the systematic activities and develop more profitable outcomes at
business environment. In addition to this, it is important to make innovations in the business so
that several customers could be attracted easily.
For gaining insight information about the present report, it covers types of customers that
Center Parcs attract as a Holiday Village. Furthermore, it includes current needs of each
customers that take place in Holiday Village. Moreover, it focuses on the major techniques that
Center Parcs used to assess effectiveness of customer services in the company. In respect to this,
it is also assessed use and importance of quality system which could be take place in the chosen
business environment. At last, short plan has been implemented that make focus on the different
activities that are essentially required in the business.
MAIN BODY
1 Types of customers that Center Parcs attracts as a holiday village
In respect to increase innovative results, there are different kinds of customers attracted in
Center Parcs as a Holiday Village. They are as follows: Internal customers: Internal customers are members of staff within the organisation and
outside suppliers those contribute towards the services that is provided. For instance,
management or supervisor that are important part of Center Parcs. These types of
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customers attracted in the internal department to make creative results at workplace.
Therefore, it will assist to focus on the innovations and development to attract people in
systematic manner. With the help of the excellent services, people attract people to make
systematic work performance and make target based results as well. When the business
able to meet with their employees needs and requirements, positive attitude develops in
respect to create intension of job (Kandampully, Zhang and Bilgihan, 2015). However, if
the company treat very badly to their employees, effectiveness never increases and it
creates more difficulties to do the jobs. In the time of crises, it is essential to look towards
the creative work performance that increases profitability and performance in the
business environment. As results, it will play important role to make successful results in
the business environment.
 External customers: Further, external customers are those who book and pay the
organisation to stay and consumer their services. In this consideration, there are different
types implemented at workplace through business will able to deliver innovative results
in the business environment. For example, friends, families, etc. Therefore, Center Parcs
has responsibility to look towards the innovative activities and develop more systematic
work performance in the business environment. Without external customers, the chosen
business unable to implement their innovations and increase profitable results as well.
Therefore, it is important to look towards the external candidates that assists to increase
revenue and profits as well. It assists to develop target market in Holland areas. Company
requires design the products and services to increase innovative designs in products and
services at workplace. It is the best way to attain desired results and implement creative
products in business environment (Sun, Cárdenas and Harrill, 2016). Solicit experience
and opinion through formal survey. In the business environment, it is essential to look
towards the necessary jobs and implement extra time in the enterprise. There are different
aims and objectives covers in the business. In this way, businesses men, teen groups,
students, etc. considered who targeted as external customers.
2. Current needs of each type of customer that identified in question 1
Needs: Each customer possess different needs so that the company need to attract them as
per their requirements. In this regard, it is essential to work in the organisation to considered
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innovative results and outcomes at workplace (Zeng and Gerritsen, 2014). Furthermore, Center
Parcs need to attract customers on the basis of needs and requirements.
Accommodation sector to meet with needs: In respect to deal with creativity, it is
essential to look towards the number of accommodation that suit on particular family. Young
family also going for packages holidays with such companies like Thompson, Thomas cook, etc.
These businesses carry young families with specification which likely from the different column.
Families with teenage children requires more facilities so that it is important to implementation
bars and entertainment facilities through customers could be attracted. Probably Thompson and
First choice looking towards the different locations and facilities (Kandampully, Zhang and
Bilgihan, 2015). Families sometimes coming with their grandparents which most probably
develop hotel that assists to cater for the children with kids club and near entertainment for the
teenage to make some facilities for elderly as well.
Families: Families are tends to go for the package holidays which means that all work
has been organising to accomplish holidays. In addition to this, there are quite cheap and last
minute deals need to be considered through provide 3 start hotels as well. In addition to this,
families also need to know about their children those are going for holidays. For example, there
as the high balcony because sometimes young children also exists there. Therefore, it is
important to look towards the such important consideration such as safety and management.
Furthermore, tourists wants to stay in those areas where different things are famous and looking
beautiful as well. In order to make continuity in activities and tasks, it is important to look
towards the adult activities. This is because, if there are kids activities must be design
accordingly which assists to promote systematic work performance in the business environment.
For example, implementation of kids club, golf, spa treatments, etc. Families tend to stay in the
highly tourists areas (Kandampully, Zhang and Bilgihan, 2015). Center Parcs also need to
provide rent on car and bike so that their income also increasing with this implementation.
3. Major techniques that Center Parcs can use to analysis effectiveness of customer services in
the company
In order to increase systematic work performance, there are several techniques
implemented that assists to meet with innovative results and functions at workplace. In this
regard, company able to attain their desired results to make growth and facilitate several
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operations in the business environment. In Center Parcs, following techniques must be
implemented: Seek opportunity: As per this technique Center Parcs need to implement customer
service representative that consider for each customer that is also known as the
opportunity. It creates chance to show that effectiveness among customers to handle
problems and issues. Therefore, it will assist to determine that how customers are feel
safe and business will able to attain their several advantages at workplace. With this
consideration, competition could be assess that allow get several creative opportunity at
workplace (Sun, Cárdenas and Harrill, 2016). Hence, in the chosen business
improvements could be develop to attain systematic work performances. Develop conversation: In order to considered systematic results, customer prefer to do
work with different businesses. As per the service manager in Center Parcs, when they
are engaged with several customers in conversation so that it will assist to develop
systematic work performance in the business environment. Sharing ideas and opinion
also assists to make creativity at workplace so that effectiveness will be increasing easily
(So, King and Meng, 2017). It will allow to customers to mix conversational aspects for
the products and solve issue as well. If the all customers possess same problem and
issue, they need to look towards the solved problem which assists to make systematic
work performance as well. Take ownership: Customer become frustrate when they feel issues again and again. In
order to create the best outcomes, it is important to look towards the transition with the
customers to new representative (Brochado, Rita and Gameiro, 2015). In this way, for
each level call need to be follow so that effectiveness will be increasing in systematic
manner. It assists to solve issues and problems that are take place in the business.
 Use notes: When customers calls, it need to be ensure that systematic work performance
increasing continuously that assists to make profitable results at workplace. In Center
Parcs, using notes create positive impact on the systematic work performances. This is
because, it assists to develop target market and considered preferences and occupation to
gain more understanding towards the issues that create more experience. In the past, it
also assists to develop confidence in the business that make some mandatory towards the
customer service (Zeng and Gerritsen, 2014). Hence, it has been notes that database
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accessible to all representative considered innovative information at workplace towards
the systematic results.
4. Use and importance of quality system that can implemented in Center Parcs to increase
customer service
In respect to implement the quality system, Center Parcs need to implement it so that they
are able to deliver systematic work performance in the business. It is significant aspect that make
development of the business to focus on positive consideration of the enterprise. In addition to
this, it considered formal process in which review of operations, production and services
implemented that make innovative results in the business environment that helps to look towards
the goals and objectives. In the quality management system, it is important to look towards the
small business activities through large resources considered at workplace in the quality
management (Dijkmans, Kerkhof and Beukeboom, 2015). Effective quality system in Center
Parcs impact positive, when the company deal with innovative and creativity activities.
Following are some uses and importance of this system develops at workplace:
 Keeping up with the competition: In respect to deal with the competitive elements, it is
essential to the chosen organisation to consider their outcomes with competitors. With
adding some innovative features and activities, there are several advantages implemented
to Center Parcs. In this way, they can concentrate on the proper attention and financial
results that carry to make qualitative functions and operations. Retaining to the business
for longer time also create positive impact. Quality management system provide structure
to do things properly. As results, it impact positively to deal with several activities
(Rahimi and Kozak, 2017).
 Increase efficiency: Businesses are also getting more efficiency at workplace through
they can concentrate on the ISO 9001 quality management system. In this aspect, Center
Parcs can easily maximise their efficiency and quality in the process to work on the
innovative characteristics. It is the best part of process which frames guidelines that are
also put into the place for all employees. It means that company easily deal with trouble
shooting issues and problems. It also makes smoother process and less draining in term of
time and financial outlay (O'Cass and Sok, 2015).
 Better employee morale: In respect to deal with the several considerations, it has been
seen that staff members need to motivated and satisfied to perform very well. It will help
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to clearly defines roles and accountability of management that established training system
and clear understanding. As results Center Parcs able to create employee morality to
make successful results. It is the most important part of the business which carry to
fostering effective employer and staff members relationship. It helps to make good
business and create sense to develop more profits and revenue. Re-hiring and re-training
activities implemented that boils down to go through the process and attain systematic
work performances (Han and Hyun, 2015). Hence, it has been said that great employees
are not acceptable.
5. Short action guidelines and plan
In respect to attain desired goals and objectives in Center Parcs, there are different steps
need to follow. It will help to concentrate on the aims and objectives of the enterprise to attain
desired results. Hence, following steps must be carried:
Set the objectives and guidelines: In respect to considered effective results first element is
determines is that set objectives and guidelines (Rihova, Buhalis and Gouthro, 2015). In this
aspect, Center Parcs need to include all those activities which they want to accomplish to make
systematic work performances. It will helps to make sure that desired goals and objectives will
be done through set more activities. In this way guidelines also need to implement.
Consider strategy for attain objectives: Further, strategy need to consider that helps to the
chosen business to accomplish their results and outcomes (Xiang, Magnini and Fesenmaier,
2015). With the help of the strategy, business will able to make their targets and goals at
workplace in systematic manner. In this way, Center Parcs able to implement innovations and
attract customers at workplace.
Plan to target customers: Further, there are so many methods that can be used to target
customers in the business (So, King and Wang, 2016). With the help of the discount and other
aspects of the business, profitability and systematic functions develop easily.
Implement the plan: In respect to consider the plan, manager of Center Parcs need to
implement their strategy and objectives at workplace. It will assist to target people and attain
creativity at workplace. As results, they can make innovative results at workplace (Brandon-
Jones, Lewis and Walsman, 2016).
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CONCLUSION
From the above report, it can be concluded that customer satisfaction is important aspect for
Center Parcs to make innovative results and outcomes at workplace. In this consideration, chosen
business need to focus on the creativity and innovations through they are able to attract several
customers at workplace. Furthermore, it summarised about the use and importance of quality
management system in the chosen enterprise. It will assist to develop profitability and
performances that attain more systematic results at workplace. Moreover, it concentrates on the
different types of customers on which the company want to set their targets and attain goals in
systematic manner. It will also help to make sure that systematic work performances developed
to understand the new business objectives.
In addition to this, report also summarised that every customer has different demand and
requirements so that travel and tourism business need to attract customers through focus on it.
This is because, it assists to make loyalty towards the business and customers easily attracted in
systematic manner at workplace. Along with this, it makes sure that systematic work
performances ascertained to implement desired activities in the business. It will helps to
concentrate on the systematic work performances at workplace.
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REFERENCES
Books and Journals
Brandon-Jones, A., Lewis, M. and Walsman, M.C., 2016. Examining the characteristics and
managerial challenges of professional services: An empirical study of management
consultancy in the travel, tourism, and hospitality sector. Journal of Operations
Management, 42, pp.9-24.
Brochado, A., Rita, P. and Gameiro, C., 2015. Exploring backpackers’ perceptions of the hostel
service quality. International Journal of Contemporary Hospitality Management, 27(8),
pp.1839-1855.
Dijkmans, C., Kerkhof, P. and Beukeboom, C.J., 2015. A stage to engage: Social media use and
corporate reputation. Tourism Management, 47, pp.58-67.
Han, H. and Hyun, S.S., 2015. Customer retention in the medical tourism industry: Impact of
quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, pp.20-
29.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), pp.379-414.
O'Cass, A. and Sok, P., 2015. An exploratory study into managing value creation in tourism
service firms: Understanding value creation phases at the intersection of the tourism
service firm and their customers. Tourism Management, 51, pp.186-200.
Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing,
34(1), pp.40-51.
Rihova, I., Buhalis, D. and Gouthro, M.B., 2015. Conceptualising customer‐to‐customer value
co‐creation in tourism. International Journal of Tourism Research, 17(4), pp.356-363.
So, K.K.F., King, C. and Meng, F., 2017. The missing link in building customer brand
identification: The role of brand attractiveness. Tourism Management, 59, pp.640-651.
So, K.K.F., King, C. and Wang, Y., 2016. The role of customer engagement in building
consumer loyalty to tourism brands. Journal of Travel Research, 55(1), pp.64-78.
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Sun, P., Cárdenas, D.A. and Harrill, R., 2016. Chinese customers’ evaluation of travel website
quality: A decision-tree analysis. Journal of Hospitality Marketing & Management,
25(4), pp.476-497.
Xiang, Z., Magnini, V.P. and Fesenmaier, D.R., 2015. Information technology and consumer
behavior in travel and tourism: Insights from travel planning using the internet. Journal
of Retailing and Consumer Services, 22, pp.244-249.
Zeng, B. and Gerritsen, R., 2014. What do we know about social media in tourism? A review.
Tourism Management Perspectives, 10, pp.27-36.
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