Certificate IV Travel: Customer Service Enhancement Project 2018

This project focuses on customer service within the travel and tourism industry, specifically addressing a complaint scenario involving Mr. and Mrs. Smith, who missed their flight. The solution includes a complaint letter drafted on behalf of the clients, a response letter from the airline's communication manager addressing the situation and outlining the cancellation policy, and an analysis of the importance of employee relationships and customer compensation. The project emphasizes retaining long-term customers through improved service, appropriate refunds, and potential discounts, while also considering the advantages and disadvantages of customer compensation for the organization. It highlights how effective customer service can foster brand loyalty and contribute to positive marketing outcomes.

Running head: TOURISM AND TRAVEL
TOURISM AND TRAVEL
Name of the Student
Name of the University
Author note

2TOURISM AND TRAVEL
2.1
[Address of the sender]
[Date]
[Name of the recipient]
[Address of the recipient]
[Subject: Letter of complaint]
Sir/Ma’am,
This is a letter of complaint against the poor service that you offer to the passengers. My
client Mr and Mrs Smith missed their flight due to some unavoidable reasons. They reached
there after 7PM and failed to board their flight. However, they went on to the customer service
agent named Jo who did not take any responsibility and did not assist my client. They are very
disappointed about how they are treated and did not got any help from the customer’s desk.
Kindly look into this matter and help my client as soon as possible. They are already
delayed for their trip and they want refund for their missed flight.
Thanking you,
[Signature]

3TOURISM AND TRAVEL

4TOURISM AND TRAVEL
2.2
[Address of the sender]
[Date]
[Name of the recipient]
[Address of the recipient]
[Subject: Letter of assistance]
Mr and Mrs. Smith,
We are sorry to hear the incident that you faced last night. We are looking into the matter
and we are working on reducing such issues that you8 faced. Being the airline communication
manager, it is my responsibility to guide you and explain to you about the change and
cancellation policy. Cancellation of the Trans-Tasman/Domestic bookings will cost a fee of 50
dollar of per person.
We are apologising for the service that you received from our end and we are looking
forward to provide better services from the next time.
Thanking you,
[Signature]

5TOURISM AND TRAVEL

6TOURISM AND TRAVEL
2.3
Employee relationship is necessary. Mr and Mrs Smith are the regular customer of the
organizations. They are asset for the organization and delivering better services to them will
prove to be beneficial for the organization. This type of customer also helps the organization in
marketing. They developed a brand loyalty towards the organization. To improve relationship
with the Smith’s the organization needs to do the following things:
 Smith’s being the long time customer the organization needs to guide them with proper
refund policy and help them get to their destination as soon as possible.
 Provide better services from the next time they visit. They need offer some discounts or
price cut specially from them. So that the airline does not lose their long time customer.
2.4
Customer compensation helps the organization to rectify their mistake and to maintain
good relationship with the organization. Customer compensation will help the organization to
better the understanding and relationship between the customer and the organization. However,
customer compensation can prove to be a disadvantage for the organization as they have to pay
the customer for their mistakes which could be avoided. If the organization does not compensate
the customer then the customer will stop using their services and will use some other
organization’s service, which can prove to be a big issue for the organization. This is why the
customer compensation is necessary in the organization.