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Log Book. Name: 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: 17 th October, 2006. Forum. Customer Relationship Management Theory and Practice

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Log book

Log Book

Name: 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


Customer Relationship Management

Theory and Practice

Applied to a Typical Travel Agency

A & T Travel Ltd (Mr. Albert Wong)

Customer relationship management in t ourist industries
Customer Relationship Managementin Tourist Industries

Main Aim:

How to serve the customers to satisfy their needs

The main target is person
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
Main Tasks of the Travel Company

  • Travels arrangement

  • Airfare 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
2 main levels of the tour

  • Outbound Tour

  • Inbound Tour

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


Provide a first-class service to the customers

Pioneering works need to focus
Pioneering works need to focus:

  • Own strengths

  • Experiences

  • Customers confidential

  • Working some related jobs first

  • Cost is not so highMain: Salary

  • Doing research in the market

Job specification
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

  • 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
Customer characteristics

  • More requests on the high quality

  • Need to perform service promise

  • Need 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
Tour guide characteristic

  • Facing directly to the customers

  • Acceptable look and clothing

  • Polite attitude

  • Independent minding

  • Don’t promise customers’ requests randomly

  • Show up their specialized level

  • build up a good customer relationship

Main challenging
Main challenging

How to store the customers’ data more security?


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”.