Examples Of Customer Service In Travel And Tourism
Customer service is a vital aspect of any industry, but in the travel and tourism industry, it's even more essential. Travelers are often tired, jet-lagged, and stressed, making them particularly sensitive to how they are treated. A good experience with customer service can turn a negative situation into a positive one and leave a lasting impression on the traveler. Here are some examples of exceptional customer service in the travel and tourism industry.
Southwest Airlines
Southwest Airlines is known for its customer-first approach, and it shows. They have consistently ranked at the top of customer satisfaction surveys, even ranking highest in a recent J.D. Power study. One way Southwest exceeds expectations is with its baggage policy. Unlike other airlines, Southwest allows two free checked bags and doesn't charge for changing flights. This flexibility and generosity go a long way in making travelers feel valued and appreciated.
Disney
Disney is famous for its exceptional customer service, and that extends to their parks and resorts. From the moment visitors step on Disney property, they are immersed in a world of enchantment and hospitality. Disney cast members receive extensive training to learn how to anticipate and exceed guest's needs. They are encouraged to go above and beyond, even if it means breaking the rules a little. For example, a family who lost their luggage during a flight to Disney World found it waiting for them in their hotel room, courtesy of a Disney cast member who tracked it down and had it delivered.
The Ritz-Carlton
The Ritz-Carlton is a luxury hotel chain famed for its service excellence. They have a motto called the "Ritz-Carlton Mystique", which prioritizes customer needs over anything else. The Ritz Carlton has a unique approach in which they empower their employees to make decisions and solve problems without needing to ask for permission. For instance, if a guest loses their luggage or an item in the hotel, the hotel staff does everything they can to locate them and hand them back to the owners. They also take the extra step of arranging for the items to be shipped back to guests who may have left them behind.
TripAdvisor
TripAdvisor is an online travel platform that relies heavily on customer reviews. They are known for their excellent customer service and have a dedicated customer care team that works hard to resolve any issues that may come up. For instance, if a customer's hotel reservation is canceled or changed, the customer care team can work with the hotel to resolve the issue and ensure the traveler gets the experience they paid for.
Conclusion
Exceptional customer service is crucial in the travel and tourism industry. It can transform a negative experience into a positive one and leave a lasting impression on the traveler. Whether it's providing baggage flexibility like Southwest Airlines, or going above and beyond like Disney and The Ritz-Carlton, it's the thoughtful gestures that show travelers they are valued and appreciated. Companies that prioritize customer service are more likely to earn repeat business and positive customer reviews, which can ultimately lead to increased revenue and success.
