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10.1 Give ONE reason why tourism product owners must NOT ignore customer complaints - NSC Tourism - Question 10 - 2020 - Paper 1
Question 10
10.1 Give ONE reason why tourism product owners must NOT ignore customer complaints. 10.2 Explain the difference between the action plan and the intervention proces... show full transcript
Worked Solution & Example Answer:10.1 Give ONE reason why tourism product owners must NOT ignore customer complaints - NSC Tourism - Question 10 - 2020 - Paper 1
Step 1
Give ONE reason why tourism product owners must NOT ignore customer complaints.
Answer
Tourism product owners must NOT ignore customer complaints because if complaints are not addressed, customers may choose to take their business elsewhere, resulting in financial losses for the business. This negative consequence can stem from customers spreading negative word of mouth, which can further harm the business's reputation and ultimately lead to a significant loss of customer loyalty.
Step 2
Explain the difference between the action plan and the intervention process.
Answer
The action plan is a strategic outline developed by a business to address and manage the common complaints identified from customer feedback. It serves as a proactive measure to rectify issues. On the other hand, the intervention process refers to the execution of this action plan, where the business puts the developed strategies into action to ensure ongoing customer satisfaction and the continued success of the business.