Principles of customer service

AC 2.2 - Explain how tourism organisations meet expectations of different types of customer

Costs and quality

There are many situations where customers of tourism organisations expect to pay more for a better quality service.  A good example is on railways where there is a difference between Standard carriages and First Class carriages. In First Class the seats will be more comfortable and free refreshments will be available.

The same applies to holidays, hotels and other products of tourism organisations.


Using websites, undertake research to show how price varies with the quality of the product and service.

You can use the online writing-frame or download the document below and fill out the answers.