log book name:ng man kin class: 41323/3a (28) course: customer relationship management title:the...
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Log BookName: Ng Man Kin
Class: 41323/3A (28)
Course: Customer Relationship Management
Title: The slides show of the forum- A & T Travel Agency(Mr. Albert Wong)
Date: 17th October, 2006
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Forum
Customer Relationship Management
Theory and Practice
Applied to a Typical Travel Agency
A & T Travel Ltd (Mr. Albert Wong)
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Customer Relationship Managementin
Tourist Industries
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The main target is “person”
Need to handle Traffic arrangements Accommodation arrangements Board arrangements
Can not handle them by only One Way
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Main Tasks of the Travel Company
Travels arrangementAirfare bookings
Near corridor? Near window view? Etc…
Accommodation booking District selection e.g. Urban / suburban
Arranging the route of the large scale vender’s promotion
Diversifications
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2 main levels of the tour
Outbound TourInbound Tour
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How to get the success in the small-medium travel agency?
Answer:
Provide a first-class service to the customers
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Pioneering works need to focus:
Own strengthsExperiencesCustomers confidentialWorking some related jobs firstCost is not so high
Main: SalaryDoing research in the market
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Job Specification
Example: Booking airfares need a expert to handle Study in a professional related program is
MUST Staff’s responsibility is necessary
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Customer Relationship
Customer Relationship Management has just be focus in these recently years
Customer relationship is very important in their business
Tour guides play an important role on it touch customers at most
Their working attitudes can determine the business can be success or not.
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Customer characteristics
More requests on the high qualityNeed to perform service promiseNeed an experts to handle their needs
Example: How to handle difference faith / nation in same tour? Tour guide’s language level Acknowledge of their culture
• Board arrangement
Well preparation is needed for every staff
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Tour guide characteristic
Facing directly to the customersAcceptable look and clothingPolite attitudeIndependent mindingDon’t promise customers’ requests
randomlyShow up their specialized level build up a good customer relationship
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Main challenging
How to store the customers’ data more security?
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Comment
After the talk, I have more understand about the operation of the travel company, especially the tasks of the Tour guide. They play an important role in the company. Same as the private tutorial class in the market, teachers quality is much importance than any type of advertisements. It is also the core of the “Customer Relationship Management”.