You will learn about the importance of organisations adopting a customer focus. To do this you will first need to know who the customers are. You will learn how to differentiate between an organisation’s internal and external customers, giving examples of who they are in different sectors of the industry. You will also learn that, for many travel and tourism organisations, the internal customer, such as a supplier, is as important as the external customers who pay for their products and services.
You will be able to describe the needs and wants of different types of
customer and explain how these needs and wants are met by different
sectors of the travel and tourism industry. Needs and wants may relate to purchasable products and services but consideration should also
be given to services that are often provided free.