Learning Aim B- Customer Service

Halcrow Travel

External - Families:
Easy maintenance
Accurate information
Everything in a timely manner

Internal - Staff I work with:

Safety checks
Allergy Medication/Others if required
Comfortable working environment such as comfortable seats and good food

Groups - School groups, Research groups ect:

Accurate and useful information for the purpose of the trip
Wheelchair access
Reliability, they get what they pay for

Families want easy maintenance so that they can spend more time focused on their
children. They want accurate information so that they aren’t lost or late to any
event. They want everything to be on time so that they don’t have to sit around
with their impatient children.

Staff that I work with want regular safety checks to make sure that they feel safe
at the workplace and have confidence that they won’t die. They also would need
allergies or medical issues cared for so they aren’t in constant pain or
discomfort. They would also need a comfortable working space filled with nice
spaces and good food so they will slightly enjoy coming to work and will be more
productive.

Groups want accurate information for the trip so that their time isn’t wasted, and
the leader can easily plan and organise it. They will also need wheelchair or
disability access in case they have somebody with those requirements. They also
want reliability, they don't want to pay for an event for 40 people and get
nothing.

Merlin appeals to families who want a nice day out with their children
National trust appeals to people who want a calm, beautiful experience
Travelbound appeals to groups who want good and information-full experiences for
schools

Merlin’s Website:
Their site has a information and contact section with a phone number (Working hours
access), E-mail address with a form and a physical address you can send letters to.
This helps customers to send feedback and reviews to the company. They also provide
all this information easily on their site, filling out the unstated need. Staff
will be trained to spot customers with feedback on premises who are struggling, and
will go over and help them meet their unstated need.
National Trust Website:
They have a phone number to treat the needs of customers having problems, as well
as a help centre for customers to find any required information at, as well as
information they didnt know they needed, filling out unstated needs. You can also
contact a specific area for even more specific help. Staff will be trained to spot
other needs.

Travelbound Website:
They have a form you can send to them for customers with problems which they will
reply to. They have ways to quickly access agents who can help you with specific
problems. There is lots of information on the site about their products, so it is
easy to find wherever you look, meeting unstated needs. This applies to any group,
anywhere in the world for any purpose.