Principles of customer service

AC 2.3 - Explain impacts of customer service on tourism organisations

Take it further

Having completed the how good/how bad exercise and discussed your answers with others, consider the following:

What would you do if you were the manager of:

  • the facility where the customer complained of the awful toilets
  • the hotel in which the receptionist was rude
  • the theme park where the ride attendant was helpful
  • the activity centre in which the staff involved in the abseil activity gave excellent instruction.

Activity 1

For each of the situations above, suggest how a manager might respond.

Activity 2

The lady who complained about the dungeons being damp and slippery was visiting a very old castle. There were notices warning visitors about the conditions in the dungeon.  

Write a letter to the customer responding to the complaint.