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

Forum

Customer Relationship Management

Theory and Practice

Applied to a Typical Travel Agency

A & T Travel Ltd (Mr. Albert Wong)

Customer Relationship Managementin

Tourist Industries

The main target is “person”

Need to handle Traffic arrangements Accommodation arrangements Board arrangements

Can not handle them by only One Way

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

2 main levels of the tour

Outbound TourInbound Tour

How to get the success in the small-medium travel agency?

Answer:

Provide a first-class service to the customers

Pioneering works need to focus:

Own strengthsExperiencesCustomers confidentialWorking some related jobs firstCost is not so high

Main: SalaryDoing research in the market

Job Specification

Example: Booking airfares need a expert to handle Study in a professional related program is

MUST Staff’s responsibility is necessary

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.

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

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

Main challenging

How to store the customers’ data more security?

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”.