Address Customer Needs

Address Customer Needs

Assessment 1

Assisting Customers to Articulate Needs

Name: Suchintana Moelgg

Student Number: WIN130371

Assessor Name: Robert

Introduction

I will be discussing why it is important to address customer needs. Customers are the most important stakeholders to any company. Business must satisfy customers in order keep the business running. Customers have a large number of needs and wants which they require businesses to provide them with. For a business to get high reputations and more customers, the company must be able to identify certain needs of the customers and be able to provide them with these needs.

Assessment task 1 Role Play

Me:

My name is Suchintana Moelgg. I will try my best as a travel agent to provide you will some of the best deals for holiday. I will firstly let you know that I will need to record all your preferences for your holiday so I can easily identify the best options for you.

Customer:

That sounds great. I’m glad you can help me because I am so busy right now and would not even know where to look for good deals.

Me:

Yes this is very normal, and our service is dedicated to helping out people like you who do not have the time and effort for this. I will now begin asking you certain questions which will help me find the best options for you.

Which country/ countries are you planning on traveling to?

Customer:

I am planning on traveling to Thailand. Specifically Phuket.

Me:

When are you planning on departing to Thailand?

Customer:

I would like to depart from Australia at the start of October so any date in the first week of October will be great.

Me:

How long will be you travelling in Phuket?

Customer:

I will only have a short holiday so I will stay in Thailand for 10 days and arrive back in Sydney.

Me:

Do you prefer any type of travel such as Plane, train, bus or cars?

Customer:

I enjoy planes a lot and I prefer cars over buses.

Me:

Any special travel needs?

Customer:

No, however I would just like to have a window seat it is possible

......

No, however I would just like to have a window seat it is possible

Me:

Are you looking for a luxury plane or an economy class?

Customer:

As much as I would like to spoil myself with a first class flight, I am travelling on a tight budget and therefore I would be satisfied with any flight as long as it is cheap.

Me:

How many people will be traveling with you?

Customer:

I will be travelling alone.

Me:

How much are you willing to spend in this holiday?

Customer:

I am budgeting myself to spend no more than $3000 for these 10 days in Thailand. However if I must pay a bit more, I guess I have no choice.

Me:

$3000 should be more than enough for 10 days. Thailand is very cheap and very popular because of how cheap everything is.

Which types of activities do you enjoy the most or would like to experience in Thailand.

Customer:

I am not looking for any extreme activities; I would just like a peaceful and relaxed hotel resort with a nice beach. I am planning on spending most of my time relaxing and enjoying the peace and quiet of Thailand, because when I come back I will have a lot of work to catch up on.

Me: Are there any special needs that we must take into consideration when choosing options, do you have any requirements or thing you would like in the holiday?

Customer:

No I have no medical requirements and I am not fussed about the activities of the holiday.

Me:

I understand, thank you for answering the questions, I will now use this record of your needs to help identify the best packages and deals for you. I will email you some information however I will need you to come back in a few days to discuss all the suitable packages with you and choose the best one.

Customer:

Thank you very much for your time, I will be dropping by in 2 days to review all the options and choose the best option.

Customer Requirements Form

Assessment Task 2: Travel Research

Letter

Dear John Smith

I have been searching for your ideal holiday excursions and have identified a few very good packages and options that you can consider. They are all very well below your budget and will make your holiday extremely satisfactory. All the reviews are very highly commendable so the choices are all…

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