Analysis of Customer Service Practices at Discover Canada Tours

This report addresses the lack of customer service skills at Discover Canada Tours, aiming to improve employee competencies through targeted training programs. It identifies the gap between company objectives and employee skills, explores industry standards for customer service, and analyzes similar companies' practices. The research employs both primary and secondary data, using questionnaires and interviews for data collection, and SPSS for analysis. The expected outcome is a set of actionable insights for developing and implementing effective customer service training initiatives to enhance customer satisfaction at Discover Canada Tours. Desklib provides access to this and other solved assignments.

Running head: CUSTOMER SERVICE PRACTICES
CUSTOMER SERVICE PRACTICES
Name of the Student
Name of the University
Author note

CUSTOMER SERVICE PRACTICES
Table of Contents
Introduction:....................................................................................................................................2
i. Introduction-..........................................................................................................................2
iii. Research Aims and Objectives-..........................................................................................2
iv. Research questions-.............................................................................................................3
Literature Review:...........................................................................................................................3
Research methodology:...................................................................................................................4
i. Data collection method-.........................................................................................................4
ii. Data analysis method-..........................................................................................................4
iii. Sampling Size-....................................................................................................................5
iv. Research limitations-...........................................................................................................5
Timetable:........................................................................................................................................5
Gantt Chart-.................................................................................................................................5
Conclusion:......................................................................................................................................6
1

CUSTOMER SERVICE PRACTICES
Introduction:
i. Introduction-
The process of assuring satisfaction of the customers regarding a service, product or idea
is known as the process of customer service. The process takes place during the processing of a
transaction or after the sale is made. It is very crucial in various industries especially tourism
industry as the main objective of this industry is to address the customer needs through their
offered service (Chathoth et al., 2016). The research paper will deal with the concerns regarding
the lack of customer service skills of the Discover Canada Tours company.
ii. Scope-
Problem statement:
The concern is that the company Discover Canada Tours is lacking the skills of customer
service which may lead to the dissatisfaction of the travellers
Purpose statement:
The purpose of this research paper is to extract information by understanding and
analysing the industry standards regarding the competencies of customer services for
implmenting the data in the training methods of new and existing customers.
iii. Research Aims and Objectives-
The aim of this research is to understand the industry standards of the skills of customer
service to improve the skills of new and existing employees’ skills through training programmes.
The objectives are as follows:
2

CUSTOMER SERVICE PRACTICES
a. To understand the lag between the company’s objectives and employees’ competencies
regarding customer satisfaction
b. To identify the standards of customer service skills in the tourism industry
c. To analyse the customer service standards of similar company in the industry for the
purpose of implementing traning programmes.
iv. Research questions-
Research questions are mentioned below:
a. What is causing the gap between the objectives of the company regarding customer
satisfaction and the skills of employees’ competencies?
b. What is the industry standard of the customer service skills?
c. Will the data useful for the purpose of implementing the practices in the tarining
programmes?
Literature Review:
i. Review of constituents of service standards for a delightful
There are papers which discussed the importance of customer services elements for
constructing an effective and efficient customer experience. The papers identified the
constituents by conducting research that facilities, environment and the service of personnels
are important for creating a strong customer base in hospitality and tourism industry (Chun
Wang, Wang & Tai, 2016). The papers also reflected the importance of understanding the
customer preferences and needs in order to faciltate the process of customer services
effectively and efficiently.
3

CUSTOMER SERVICE PRACTICES
ii. Necessary changes in hospitality and tourism industry for import substitution
There are papers which identified the the important changes required for the
process of import substitution especially in the tarining regarding soft skills of the
employees which can develop the quality of customer service. It was being highlighted
that the consideraion should also be focussed on the staff’s training and development
rather than only focussing on national context of import substitution (Zaitseva,
Goncharova & Androsenko, 2016).
Research methodology:
i. Data collection method-
There are both primary and secondary data will be used here. The secondary data are
made avaialable through the research papers, field study, news papers, articles and journals that
are already being published. An open ended or colse ended set of questions that are properly
categorised constitutes the questionnaire and this process will help in understanding the details
of the feedbacks given by the respondents (Taylor, Bogdan & DeVault, 2015). The interview
process will also help in the assessment of the customers as it also carries few questions that are
openly directed to the consumers.
ii. Data analysis method-
Questionnaire will be used in this paper in order to ollect the data. The questions are
categorised into differnet groups and it will also help by providing a representation of the
feedbacks through graphs. The buyer’s perspective and their psychological point involved in the
buying decisions can be obtained and analysed with the help of the interviews. The better
understanding and the overview of the topic can be understood with the help of the data that has
4

CUSTOMER SERVICE PRACTICES
been collected from the secondary data. The SPSS statistical tool will also be utilised in solving
the equation between the dependant and the independent variables.
iii. Sampling Size-
The sample size will consist of employess from different parts and different companies in
today’s industries. A sample size of 200 employees will be used (from both the intervies as well
as the questionaires).
iv. Research limitations-
The limitations of this research are mentioned below:
a. The accuracy of the data can be limited because of the time period.
b. The size of the sample may be not adequate.
c. Interviewing the employees may not be permitted by the owners of the other companies.
Timetable:
Gantt Chart-
0-2 3-6 7-8 9-10 14th
Research
Activities
Weeks Weeks Weeks Weeks Week
selection
of Research
topic

Literature
Review

Data
collection

Data
analysis

5

CUSTOMER SERVICE PRACTICES
Final
business
Research
thesis

Fig.: Gantt chart
(Source: Created by the author)
Conclusion:
Therefore, the expected outcome from the paper will be the knowledge of the standard
skills of customer services, which will be usefull in understanding the gap in the Discover
Canada Tours company. It will also used for implementing the tarining programmes for the
motive of developing the skills and competencies of customers service.
6

CUSTOMER SERVICE PRACTICES
References:
Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher
order customer engagement in hospitality and tourism services: a critical
review. International Journal of Contemporary Hospitality Management, 28(2), 222-245.
Chun Wang, J., Wang, Y. C., & Tai, Y. F. (2016). Systematic review of the elements and service
standards of delightful service. International Journal of Contemporary Hospitality
Management, 28(7), 1310-1337.
Taylor, S. J., Bogdan, R., & DeVault, M. (2015). Introduction to qualitative research methods: A
guidebook and resource. John Wiley & Sons.
Zaitseva, N. A., Goncharova, I. V., & Androsenko, M. E. (2016). Necessity of changes in the
system of hospitality industry and tourism training in terms of import
substitution. International Journal of Economics and Financial Issues, 6(1), 288-293.
7