T&T unit 1 1.6

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Across
  1. 2. a small group of people discussing or being interviewed about different opinions
  2. 6. the amount of money a travel and tourism organisation gains by providing products and services to external customers. Turnover is different from profit, which is the money made after paying costs and taxes. Turnover is also known as total sales or total revenue
  3. 7. an ongoing performance management dialogue between a staff member and supervisor or manager. Appraisal dialogues review and try to improve how well staff members deliver customer service
  4. 9. analysing the customer service provided by an organisation so as to identify possible improvements to the organisation’s customer service delivery
  5. 10. grades or marks awarded to travel and tourism providers, for example, an accommodation or restaurant star-rating system awarded by national or local tourism organisation. Previous visitors to tourism providers can also informally ‘rate’ their experience through social media or travel review websites such as TripAdvisor
  6. 12. a person’s surroundings at work
  7. 13. expected levels of customer service quality
  8. 15. a market researcher acting as a customer. Mystery shoppers observe, experience and report customer service
Down
  1. 1. reviewing and improving how well staff members deliver customer service
  2. 3. growing and progressing personally and at work. Travel and tourism organisations manage staff and provide training to encourage staff to develop as people and to be better at carrying out duties
  3. 4. feeling fulfilled by carrying out a work role
  4. 5. is external customers returning to visit or use a travel and tourism organisation again. Satisfied customers returning to travel and tourism organisations bring repeat business. Repeat business is an important source of income for travel and tourism organisations
  5. 8. investigating and gathering information about customer needs, wants and demand for travel and tourism products and services
  6. 11. a person within a travel and tourism organisation who receives customer service from the organisation
  7. 14. a market research technique. Customers answer pre-set questions. Customer responses are used to analyse customer needs, wants and demand for travel and tourism products and services