One favorite text of section 43/19/2023 If the customer is still not satisfied, they are welcome to approach our head office on their return. The complaints department guarantees a solution within the day. For situations beyond the representative’s authority, our complaints department is contacted. If the problem cannot be rectified by the hotel manager, our representative is authorised to remedy the situation him or herself. In the event of a complaint, the representative will then try to remedy the complaint with the hotel. Our clients are not expected to have to approach the hotel reception, as we have a 24-hour contact service direct to our representatives, and this representative should always welcome any customer problems or questions. Our clients are met by a company representative during their stay, and we have a set procedure for dealing with any complaints. Any negative feedback we try to remedy at once. At Oceania Travel, we regularly conduct surveys with all of the people that visit our resorts of choice. Not only is it important to be fully informed about every possible aspect of the service you are marketing, it is also essential to constantly improve the service offered. In addition, we regularly visit the tourist destinations we promote and inform all of our staff about any changes in specific areas. Our mission statement, in fact, is primarily to offer a service which is above and beyond the hopes of our clients. Our aim is not just to be a profit-making organisation, but also to meet and exceed the expectations or dreams of our clients. First of all, our travel consultants are given extensive training in customer service and buyer behaviour. Our company has overcome this dilemma in a number of ways. Obviously, our clients will not be judging what we offer by the same standards, and travel agents, like other such service industries, have an extremely difficult job in satisfying a range of customers from diverse backgrounds with different expectations. Others wish to escape from reality, totally relax in sophisticated comfort and be waited on hand and foot. Some people travel overseas for the experience and really want to get to know the culture of the local people. For example, with a travel agency, clients choose to travel abroad for a multitude of motives. A service is more intangible - by that I mean whatever each customer gains from the service is often very personal. They can see a product and can comprehend exactly what that product will do for them. Now, the main difference between marketing a product and a service is that the customers cannot understand exactly what the service will be. However, more and more such industries are realising the importance of marketing to sustain their customer numbers, especially when their competitors are marketing themselves. It’s almost perceived in industries such as these that the need to market indicates a weakness in the services provided. have not felt too comfortable marketing their services. In short, anyone that sells a service.Īctually, a lot of the traditional services such as lawyers, accountants, etc. This not only means aspects like holiday destinations but also professional services such as legal advice. However, before I begin, I want to clarify what I mean by services marketing. Well I have been the marketing director for Oceania Travel for nearly 11 years, so I feel that I can present what I consider to be the most important aspects of marketing a service. Now I understand that many of you here today are interested in a career in services marketing. Show the transcriptĬontinuing our theme of business marketing, I have with me today Mr Brian Kinsella, who is here to talk about the differences between marketing a product and marketing a service. Once you have finished, check your answers then visit the IELTS band score calculator to see what your band score would be.įeeling ready for another test? Go here to practice some more. (40) must always be available for any queries or problems. One way to achieve this: (39) Show answer (Conduct) surveys Important to: (a) keep informed & (b) (38) Show answer Constantly improve Selling a product is easier because it is (35) Show answer Tangible and customers do not have such differentĪim: offer service beyond hopes of (37) Show answer Clients Marketing is actually essential in maintaining Lecture on (31) Show answer Services marketingĮxamples: tourism and (32) Show answer Legal adviceĬommon misconception is that marketing points to When you have finished the test, take a note of the number of correct answers you got and move on to Reading Test 1.Ĭomplete the sentences below using NO MORE THAN TWO WORDS OR A NUMBER. We strongly recommend that you do not pause the recording during this practice test – the exact timing you will have in the IELTS test is already built in, so pausing the recording will not give you an accurate idea of your level.
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