Customer care

Articles and DMT sections by category:
Customer care

Articles

DMT sections

Complaint Handling – A Guide to Best Practice	Feb 2009
by Richard Morrey This article explores the various factors pushing customers to complain and why complaints should be seen as something positive. It then outlines a six-stage process to handle complains effectively and make sure that dissatisfy customers become loyal... more
Skills and Training – The Forgotten Ingredient for Future Growth	Jan 2009
by David Andrews A key constraint for the expansion of tourism businesses is the quality of the skills and level of training of the people working in the industry - the forgotten ingredient for future growth. This article explores the opportunities currently offered to... more
Loyalty Programmes for All	May 2004
By David Curtis-Brignell If your first impressions of loyalty programmes are British Airways Executive Club, Nectar and Tesco, read on. In this article we suggest that even the smallest business or organisation can, and should, consider a ‘reward and recognition’ programme... more
Complaint Handling	May 2003
By David Curtis-Brignell This article looks at some ground rules in handling complaints, the value of complaints and turning complaints from negatives to positives. It discusses the causes of complaints, ways of handling them, recording them and using the information to your... more
Customer Service	Mar 2003
By David Curtis-Brignell The rapid advances in technology and communications over the last decade have changed business practices and communication methods for ever. They have made companies more effective but at the same time raised the expectations of their customers. There... more

5C: Delivering Visitor Information
This section considers how to deliver a better tourism information service. It looks at understanding customer motivation and expectation for using the T/VIC service, whether they are a local resident or a visitor.It goes on to look at:first impressionsusing... more
5D: Alternative Delivery Options
In order to adapt to change and respond to customer demand, it may be necessary for Tourist (Visitor) Information Centres (T/VIC) to review their location, opening hours and opportunities for providing an enhanced service, and consider practical alternatives... more