Review sheet as we go CH. 3 Customer service

Box 1

1. Distinguished by quality 2. Highest standards expected/Staff fully aware of needs3. Consistently exceed expectations4. Everyone’s responsibility 5. Consumer’s eyes/quality measured by attitude/Everyone’s attitude in company

Box 2 Customers look for

1. Reliability 2. Responsiveness3. Assurance4. Empathy

Box Three – Main implications of poor customer service are

1. Not getting info needed2. Loss of income/cancellations3. Increased cost/trying to get repeat or new customers4. High staff turnover5. Unhappy/inefficient workforce6. Poor public image7. Lack of customer loyalty/no incentives to return

Box Four – Customer Service Policy

1. Goal/Make an organization’s customers feel satisfied/valued/get them to return2. Special training for workers/meet demands of internal/external customers3. Customers feeling outrage/will not return4. Most customer service is average5. Customer service delight zone/will return/loyal/repeat

Box Five – Moment of truth

1. First impression – customer and employee2. Reception desk3. Restaurant4. Guest room5. Customer satisfaction impacted by customer expectations

6. Customer service matches customer expectations/ will return7. Customer service procedures/routines/detailed steps/organization uses to deliver

its customer service.

Box Six – Operational standards

1. Operational standards/ what is to be done/steps/procedures2. Competence standards/action carried out/individual employee

performance/putting steps into action

Box Seven – external/internal customers

1. Customer is anyone who has the right to ask/expect/employee to provide a service/

2. External customers A. IndividualsB. Groups/age/cultural/special interestC. People with childrenD. Foreign visitors/language/cultural differencesE. Specific needs/wheelchairs/sensory disabilities/dietaryF. Members and non-members of travel organizations

Box Eight – Internal customers

1. Staff within organization/ and organization that supplies 2. Immediate colleagues3. Management/supervisors4. Employees of other organizations

Box Nine- Maslow

1. Hierarchy of personal needs/ met in order for people to live and prosper2. Pyramid shape3. Base: physiological needs: food/water/shelter/air4. Next: Safety/security/protection/order/stability 5. Next: Social/affection/friendship/and belonging6. Next: Ego/prestige/success/self-respect7. Next: Top: self-actualization/self-fulfillment

Box Ten – Maslow Tourists

1. Arriving at destination/accommodations/safety/food/ directions2. Traveler has accommodation, food, safety, local knowledge/ then they will feel

good to socializing/interacting/letting guard done/exploring3. Feeling of safety/local knowledge/less stress/ appeal of local tour guide and all-

inclusive

Box Eleven – External Customers

1. Visit places/deal with companies that provide something they need2. Organizations/break down customers by age

Box twelve – Baby Boomers

1. 1944-19602. Getting older/think younger3. Personalized treatment4. Health/fitness5. Affluent/brand loyalty/comfortable with traditional travel methods6. Need good lighting/clear text/easy movement

Box Thirteen – Generation X

1. 1960-19802. Technologically competent/independent/flexible3. Efficiency/directness4. Have lots of questions5. Skeptical of overselling

Box Fourteen – Generation Y (millennial)

1. 1980-20002. Sociable/ goal-orientated/digital media3. Quick solutions 4. Don’t talk down too/know what they want

Box Fifteen - Tourism businesses identify potential customers needs

1. Restaurants display menus/specials/ windows/door2. Passing by on street

3. Tour operators/brochures/employ knowledgeable staff/outgoing/understands product/ask the right questions

4. Shops/large signs on windows/distinctive product displays

Box Sixteen – Learn how to understand customer’s needs and wants/quickly/satisfied

1. Visit a TIC2. Visitor needs/ ask direct questions/listen to their response/provide a range of

options3. Service attitudes/commitment/reflect management4. Service/positive/enthusiastic/interested in job/knowledgeable/boss/then workers

will follow suit

Box Seventeen Internal customers

1. Manager/happy with staff/tell them/ not happy with their effort/ tell them as well2. Successful management/monitor and manage workers satisfaction3. Internal customer satisfaction/related to encounters with management/external

customers4. Employee satisfaction/direct bearing on external customers satisfaction5. Employee satisfaction/customer satisfaction/ will determine profits

Box Eighteen Studies of Internal customers

1. Positive relationship/ customer satisfaction/profits/sales2. Positive relationship/employee satisfaction/profit/sales3. Relationship/employee satisfaction/customer satisfaction/linked

Box Nineteen Maslow Internal workers

1. Bottom: Physiological: Competitive salary/wages2. Next: Safety and security: Safe work conditions3. Next: Social/belonging: work-based social events4. Next: Esteem: feedback/appraisal system/praising effort5. Top: Self-Actualization: more challenging/stimulating work/promotion A. Staff thrives on praise/public recognition B. Reward staff for their effortsC. Informal rewards/ job well done/ praise/high-fiveD. Formal rewards/ tangible/gifts

Box Twenty Delivery of customer service

1. Timing skills/ hostess/waiter/food runner/bus boy/chef 2. Advise specials/what drinks, food are available or not available3. Try not to disrupt table / read the table from a distance4. Clear used plates/drinks/ or unused cups or plates5. Replenish bread/water/drinks without them having to ask6. Know the menu/ make suggestions/ dietary preferences/ substitutions 7. Body language/smile/positive image8. Mode of dress should match nature of work being done 9. Personal presentation/hygiene/clothes pressed/hair combed 10. Don’t touch food, glassware inside/surfaces of china11. Bring check in timely manner 12. Welcome them/ welcome them back 13. Ask if you can do anything else/anything else they might need 14. Let them know how long until food is ready15. Food runners/ check food before running16. Make up for any delays

Box Twenty One Front line workers

1. Front line employees/ interpersonal skills/ interacting with others2. Interpersonal skills/communication skills/people skills/soft skills3. People skills/improving/builds confidence/enhances relationships4. Codes of conduct to follow/represent the company/pride in personal

appearance/dress/general grooming5. Cleanliness/personal hygiene

Box Twenty Two Hotel Receptionist

1. Front line employees/moment of truth2. Greet in appropriate manner3. Appearance of hotel/reception area/positive impression4. Speak a foreign language5. Administrative skills/ computer skills/reservations 6. Being accurate and efficient7. Communicate clear/friendly manner/keep area clean8. Courtesy/tact/diplomacy/when it comes to requests9. See problem from customer’s point of view10. Understand their frustration/give alternatives/upgrades 11. Apologize for inconvenience/ free drink at bar12. Never argue/try and agree with customers solution 13. Know mental map of hotel14. Know what is being used or open or closed in hotel

15. Any special event going on/what needs reservations/payment types

Box Twenty Three Housekeeping Room Attendant

1. Conditions of room/overall reputation of hotel 2. Moment of Truth 3. Check guest occupancy/has room been vacated4. Report any room problems/maintenance problems/ to supervisor 5. Clean room/start from furthest point from the door6. Wear gloves/change beds/towels/soaps/shampoos/tubs/toilets

Box Twenty Four/ Business floor staff

1. Executive floors/computers/fax machines/secretarial asst. / Internet/free wifi/printers

2. Express check in/out/ concierge services/airline/car rental reservation asst./shuttle services

3. Free snacks/coffee/beverages/continental breakfast4. Local/international newspapers/magazines5. Staff/engage/interact/trained/high expectations

Box twenty five/ Delivery of customer service

Training

1. Professionalism/skill2. Attitude/behavior3. Accessible/respond to needs4. Reliability/trustworthiness5. Recovery6. Protect brand image/reputation

Box twenty six/ Performance standards

1. Part of job description/ “ what”/ “ how-to” / “ how-well”/ “ how-many”/ “ how-often”/ “ how-soon”

2. What is to be done/ how it is to done/

Box twenty seven/ Job description using performance standards

1. Server will take food/beverage orders for up to five tables with 100% accuracy/ using standard house procedures

2. Adding a performance goals/set performance standards/how much/many/good/fast/soon/accurate

3. Improve individual employee performance4. Workers not given specific instructions/they will choose easiest methods to

complete task5. Workers/will only do parts of their job they like doing6. Procedures/standards/correct this7. Procedures/standards/workers will improve their skills8. Improved skills/knowledge/goals met/encourage people to work more

independently9. Reward system/achievement/better workers10. Better work/more productivity/better customer service/more sales/more profit11. High morale/workers feel secure/wanted/they know what to do/how to do it/what

they will be judged on12. Let employees help with objectives/sense of pride/commitment/seeing their own

goals achieved13. Participation/brings loyalty/belonging to company/14. Performance standards/less conflict/misunderstanding/everyone knows what they

are responsible for/ level of performance expected15. Reduces likelihood that one person is doing less than another/ often a cause of

discontent/conflict

Box twenty eight/ Assessment of quality of customer service

Benchmarking

1. Identify best practices/ understand/evaluate/current position/ in relation to best practices set forward by corporation/ identify areas for performance improvement

2. Look outward to examine others/competitors/see how they achieve performance levels

3. Lessons learned from benchmarking/ used to help facilitate improved performance in areas needed improving

4. Benchmarking/ ongoing/improvement process/ever-improving best practice

Box twenty nine/ Informal Feedback

1. Ask customers questions/informal/non-threatening manner2. Gathered over dinner/casual conversation3. Simple questions/yes/no/answers4. Head waiter/ask if meal was good/service was satisfactory/anything else needed

5. Questions asked/invite customer feedback/provide opportunity for guests to comment/identify what could be improved/what was done well

6. Highlights trends/issues/at early stage/before they turn serious7. Cost nothing to ask questions/free feedback/significant benefits8. Colleagues working together/identify problems9. Offer rewards for staff that suggest positive development/ask staff informal

questions10. Ask suppliers informal questions

Box Thirty / Observation

1. Collect feedback/personal performance/watching staff complete duties2. Note what is done well/what needs improvement/performance of

routines/personal presentation/grooming/competence

Box Thirty One/ Surveys

1. Meet needs/wants of customers/ meet customer satisfaction 2. Find out customers needs/wants/who/age/gender/income/etc. 3. Market research4. Larger companies/carry out research themselves/smaller ones might hire firms to

collect customer data5. Collect surveys at airport/reception area of hotel6. Methods/self-completion questionnaires/ open-ended/closed –ended/multiple-

choice questions/customer or potential customers fill out7. Telephone surveys/internet surveys/telephone surveys/forms/email8. Data/assess customer satisfaction/meet/exceed expectations of customer

Box Thirty Two/ Suggestion Box

1. 1880/first physical box/Scotland/shipyard2. Collect ideas from all employees/pay for each idea implemented3. Total quality control/cost/safety/ideas/complaints4. Capture ideas from everyone/anonymous5. Problems/ someone might be standing next to box/need incentive to

contribute/will their ideas be treated fairly/may not be emptied for long periods of time/initial excitement wears off

6. Positive: quick to put up

Box Thirty Three/ Focus Groups

1. Qualitative research/ small group of consumers/certain topics/products2. Gather

info/acceptability/usability/colors/shapes/branding/re-launched/advertising/consumer perceptions

3. Elicit depth data/consumer motivation/branding4. 6 to 8 in group/moderator/ask questions/draw out answers/encourage

discussion/observation/one-way mirrors/video/audio taping5. Consumers are screened/demographics/usage/past consumer

behavior/age/income/race/gender/ethnic/hobbies6. Paid cash/gifts/ for attendance/participation

Box Thirty Four/Mystery shoppers

1. Market research companies/internally/external2. Perform specific task/purchase product/returns/ask questions/register

complaints/behave in a certain way/view cleanliness of store3. Provide feedback/reports to company4. Given instructions/procedures/test knowledge and service skills of employees5. Submit data to be reviewed

Box Thirty Five/ Customer Satisfaction/employee satisfaction Satisfied employees will

1. Interaction/develops awareness/ respond to customer goals and needs2. Be motivated/provide effort/care3. Be empowered/training/increased responsibilities /serve customer better4. Have High energy/offer best service/positive perception of company5. Offer adequate explanations/show empathy/understanding/respect/ concern

Box Thirty Six/ How Managers reward their staff

1. Organize familiarization trips2. Staff swap programs/TICS3. Thank you cards/flowers4. Morning Teas/Coffees 5. Pay for industry workshops/conferences6. Complimentary tickets7. Staff member of the month

Box Thirty Seven/ Hotel Waiting Staff

1. Take care of guest’s drinks/meals/work with kitchen staff2. Timing!!! Sitting guests/drinks/specials/order/food/refills/checking meal

status/presentation of food/clear plates/ dessert/coffee/check/return card/proper goodbye

3. Try not to disrupt guest often4. Know what food/drinks are available 5. Table clear of unwanted items6. Replenish drinks/bread/timely manner7. Personal presentation/hygiene8. Try not to touch food/certain parts of plates/glasses9. Help busboy clear the table10. Positive image11. Don’t offend customer by appearance12. Dress/physical appearance should match nature of work13. Interpersonal skills/front line staff14. People skills/soft skills/communication skills15. Improving these builds confidence16. Confidence/enhances performance/relationships17. Follow code of conduct/speech/appearance/dress/grooming/cleanliness/personal

hygiene

Box Thirty Eight/ Check list waiting staff

1. Uniform clean/looking good2. What is on menu/alternatives/substitutions/specials/what your out of3. Pen/cloth/pad4. Introduce yourself to guest5. Cold items come first/hot last6. Don’t rush apps

Box Thirty Nine/ Serving and Clearing food

1. Collect food/beverage promptly from kitchen and bar/ check for accuracy/presentation

2. Follow up on delays/rely them to customer3. Check on customer satisfaction 4. Remove used items 5. Dispose left over food6. Customer farewell

Box Forty/What we the customer expects at Bar and Dining experience

1. Friendly and enthusiastic staff2. Smart looking staff3. Knowledgeable staff4. Offer to help without being asked5. Prompt and efficient staff6. Don’t hurry us7. Apology if you keep us waiting8. Apology if things go wrong9. Treat as individual10. Reassure any delays/problems

Box Forty One/ Please

1. P: Posture/ alert/ready for help2. L: Look/Listen/show interest/concern3. E: Expression: Friendly/Natural/Smile4. A: Appearance: Smart/Clean/Correct Uniform5. S: Speech: Show courtesy/proper/tone6. E: Eagerness: help others/enthusiasm/enjoy your work

Box Forty Two/ Hotel Receptionist

1. Front line staff/moment of truth2. Greet/welcome/never a second chance at first impression3. Appearance/positive impression4. Speak foreign languages5. Understand hotel’s computer systems/handle reservations6. Administrative skills7. Proper/clear languages/friendly8. Be Courteous/Tact/Diplomacy9. Listen/open minded/10. Keep guest informed11. Apologize for any delay/inconvenience12. Understand customers point of view/empathy13. Agree to solution 14. Get guest approval of solution

Box Forty Three/ Avoid Complaints by

1. Clearly state what is included in price/ room/meals/drinks/service/charges/taxes/excursions

2. Planned functions/smoking/refurbishment taking place3. What needs to be pre booked/spa/dinner/shows4. Advanced warning if restaurants are closed/fully booked5. Hotel’s cancellation policy/credit cards6. Deposits that might need to be made on reservations7. Is deposit refundable 8. Charges for additional services9. Acceptable/unacceptable types of payment10. Hidden Fees

Box Forty Four/ Assessing the quality of customer service

1. Strategies include monitoring customer feedback/ maintaining staff levels/ training programmes/ monitor individual performances

2. Customer service policy that will state their strategy/ covers all types of customers3. Policy/emphasis will cover needs and wants from all cohorts4. Main aim of policy/ customers feel satisfied/valued/get them to return again5. Policy/ staff must be aware/ continue to be made aware6. Specialist training course/ ensure all staff interact with external/internal customers

Box Forty Five/ Organizational/Functional/Standards

1. Service procedures/routines/detailed steps/deliver customer service2. Formal procedures in writing/ train staff/monitor service3. Organizational customer service standards/ specify what is to be done/said in a

given scenario/ EX. Have to wear name tag/told to smile/make eye contact/introduce company and yourself

Box Forty Six/ Functional area customer service standards

1. Action individual employee needs to follow/ task to be performed

Box Forty Seven/ Organizational standards for employees

1. Uniform always clean/tidy/look your best2. Know what is on the menu/ alternatives available3. Service cloth/pen/paper4. Introduce yourself

Box Forty Eight/ Frontline employees

1. Have interpersonal skills/communication skills/people skills/soft skills2. Interact/deal/converse/problem solve/greet/3. Builds confidence/enhances relationships 4. Cleanliness/personal hygiene/dress/grooming

Box Forty Nine/ Employees/encouraged to deliver high standards/ company expects

1. Friendly and enthusiastic staff2. Smart looking staff3. Educated about corporation and location4. Willing to be helped without being asked5. Prompt service6. Apology if waiting/something is wrong7. Do not hurry8. Treat as individual9. Quality is remembered/ price forgotten

Box Fifty / Performance Management

1. Enables an employee and manager to review past performance2. Assess current achievements and point out what training needs to be improved3. Reflect employee’s potential for development or promotion 4. Meeting between employee/supervisor/set performance targets for the coming

year based on the findings of the observations

Box Fifty One / Performance Management System

1. Performance StandardsA. Identify relevant standards, select indicators B. Set goals/targetsC. Communicate expectations

2. Performance Management A. Refine indicators/define measuresB. Develop data systemC. Collect data

3. Reporting of ProgressA. Analyze dataB. Feed data back to managers/staff/policy makers

C. Develop a regular reporting cycle 4. Quality Improvement Process

A. Use data for decisions to improve policiesB. Manage changesC. Create a learning organization

Box Fifty Two Benchmarking

1. Process of identifying best practices in relation to customer service delivery2. Search best practice/ take place inside the corporation/outside the organization3. What you can learn/improve within your company buy studying and analyzing

rival companies customer service practices4. Objective/ benchmarking is to understand and evaluate the current position of a

business in relation to best practices and to identify areas and means of performance improvement

5. Benchmarking process/ look outward/ examine how others achieve performance levels/ understand the processes they use

6. Learn lessons from benchmarking/applied/ help facilitate improved performance

Box Fifty Three Application of benchmarking

4 Key Steps

1. Understanding in detail existing customers service processes within the organization

2. Analyze the customer service processes of others3. Compare own customer service performance with that of others analyzed4. Implementing the steps necessary to close the performance gap

Box Fifty Four / Impacts of quality customer service for customers

1. Quality of customer service/customer feels either satisfied or dissatisfied2. Customer perceptions/ positive/negative/based on needs being met/gained value

for their money3. Perception of quality/overall experience

Box Fifty Five / Impacts of quality customer service for employees

1. Job satisfaction tied too/ employee being able to offer high quality customer service/receives positive feedback

2. Unable to answer questions/lack of appropriate training/not know how to carry out procedures/lead to dissatisfaction in job

3. Organizations/invest time/money/training /enhance skill development /increase employee’s employability

Box Fifty Six/ Impacts of quality customer service for the organizations

1. Invest time and money/development of staff/more satisfied/empowered/competent/efficient/knowledgable/engaged/workforce

2. Staff/understand role/contribute to company3. Builds positive reputation of the company4. Staff/feel comfortable/have purpose/increase job satisfaction/customers

happy/loyalty 5. Company/meet customer’s needs/go beyond expectations6. Great reputation/loyal customers/free advertisement

Box Fifty Seven/ Customer Service

1. Visitors to a city: families/singles/couples/disabilities/groups/older/middle-aged/younger

2. Backpackers/campers/five star clients3. Local trips/overseas destinations4. Nature seekers/nightlife/shopping/cultural experience

Box Fifty Eight/ Needs of External Customers

1. Food/shopping/accommodation/transportation2. Ancillary Products/ car hire/theme park tickets/ tour guides3. Information and advice/TIC/ visas/booking tours/safe areas/ money exchange4. Assistance in travel arrangements5. Resolving customer problems/complaints/hotel room/car hire

Box Fifty Nine/ Making Hotel Reservations: internal workers

1. Tell client what is included in price they were quoted: meals/refreshments/service charges/taxes

2. Hotel’s smoking policy/ refurbishment work in progress/ planned functions/ events

3. What facilities need to be pre-booked/ spa/dinner4. Advanced warning if restaurant is closed or fully booked5. Detail on the hotels cancellation policy/ credit card fees/ how they are charged6. Info on any deposits that might be need7. Info on the type of payment / credit card fees

Box Sixty/ Likely needs of internal customers

1. Safe working environment/ protect from risks and dangers/ protect well-being/ includes uniform/ protective clothing/ follow local employment laws

2. Appropriate training to their job role/ product knowledge/ specialist skills/provide training/ pay employees for training

3. Knowledge of procedures/routines/performance standards for carrying out specific duties/ code of conduct of company

4. Job satisfaction/ employee feels content with their job/ feel motivated

Box Sixty One / Customer Feedback

1. Response on Social Media2. Suggestion boxes3. Comment cards4. Use of companies website5. Evaluation forms6. Informal feedback7. Online/phone surveys8. Focus groups

Box Sixty Two/ Social Media

1. Communicate with existing and potential customers2. FB/Twit/Yout/Inst/Snap/ promote product3. Regular updates/deals/pics/videos/comments/likes/interact/promotions/reviews4. Share with wider base of customers

Box Sixty Three/ Customer Comment Cards

1. Check out book

Box Sixty Four/ Specific Market Research

1. Qualitative Data/ info collected about customer’s opinions and attitudes towards products and services

2. Quantitative Data/ numeric/statistical by nature/ frequency of visits/cost and number of users and so on

3. Quantitative Data/ shows patterns/trends in the market/graphs/charts4. Qualitative Data/ more difficult to represent graphically/ questions and answers 5. Both types/ assess customer satisfaction levels/ identify areas of improvement

Box Sixty Five/ Qualitative research

1. How many times have you been here: purpose: shows repeat guests/loyalty 2. How did you hear about us: purpose: Assess marketing/promotion methods

effectiveness3. Please rate the following aspects: the service supplied/ experience / purpose/ are

you meeting guest’s expectations/ identifies areas and aspects needing improvement

4. Would you like to receive information regarding our promotions and special events: purpose: More efficient/targeted marketing and extended database

5. Can we use your comments and feedback for our promotional purposes: purpose: Endorsements on printed marketing materials

Chapter 4

Box Sixty Six Economy Class

1. Prepared meal2. Overhead storage3. In-flight entertainment 4. Cash for drinks

Box Sixty Seven Business Class/First class

1. Complimentary chauffeur car service2. Drive thru check-in/ head to club house in terminal 3. Seats turn into flat bed/ aisle access4. No seat meal times/ freshly prepared / unlimited drinks5. Laptop power access/ large TV/ large table for meetings/ mood lighting/privacy

shell6. Private check-in/ personal attention7. Rotating seats/ coatroom/ mini-bar/personal mirror/ shower/magazine rack/ desk

lamp

Box Sixty Eight / Budget Carrier

1. Low fares/ pay for headphones/ bag limits/ food/ drinks

2. Single passenger class/ common planes/ Boeing 7373. Cheapest ticket is the earliest purchase4. Unreserved seating5. Secondary airports/ cheaper landing fees6. Short flights/ quick turnaround times7. Simplified routes/ point to point 8. Direct ticket sales/ internet9. Employees have multiple roles/ less staff10. Unbundling of ancillary charges/ airport fees/taxes/made separate/ makes headline

fare fee look cheaper

Box Sixty Nine/ Rail Service

1. Domestic/international travel/ high speed2. Business/leisure travelers3. City center to City center/ near all tourist sites/ reduces transfer fees4. Big cities to small cities/ lots of connecting points5. Check-in procedures/ security procedures/ quicker6. Less luggage restrictions7. Buy tickets at station8. Stations have a lot of ancillary services/ can walk to stations9. Large work tables/ free Wi-Fi/ plug-in tech/ sleeping cars/ restaurants/ bars/

windows/ move around train/TVs/laptops

Box Seventy Coach Service

1. City to City2. Cheap/budget/backpackers3. TV/Plug-in service/Wi-Fi/windows4. Stops big and small cities5. Tour groups6. Better if infrastructure is up to date

Box Seventy One / Travel agencies

1. Wide range of products/ flights/cruises/hotels/rail/car rental/ transfers/tour packages/medical screening packages/ tour guides/ ancillary services/ tickets to events/ restaurants

2. Operates in convenient locations/access to traveller/promotions/deals3. Personalized services/direct contact/face to face/ solve problems while traveling4. Travel insurance/Foreign exchange/Sight seeing pre-booked/passport/visa info/

reservation advice/maps/brochures/guide books

Box Seventy Two/ Tour Operators

1. Combines two or more travel services/transport/accommodation/catering/entertainment/transfer/sightseeing excursions

2. Sell directly of through travel agencies3. Package tours/ flights/accommodation/services4. Bulk buying/ cheaper price5. Contact numbers/ solve problems6. Niche tour operators/ specialized packages7. Target by age/groups/interests/income/lifestyle/green tourist/hobbies8. Inbound tour operators/outbound tour operators9. All ancillary services paid for/ quick access/tour guide supplied/pre-paid tickets

Box Seventy Three / Factors influencing international travel

1. More leisure time/ more disposable income/new long-haul destinations/ city breaks/ adventure tourism/eco/sports/ youth/grey/ market

2. New routes/services/transport/more variety3. E-booking/ exchange rates/business travel profitability/Seasonality 4. Personal well-being/ healthier society/younger feeling/combined activities with

health conscious lifestyle

Box Seventy Four/ Internet/Social Media/Do-it yourself packaging

1. Travel blogs/internet/speed/convenience/first person accounts/read from the people you had first hand travel experience

2. Facebook/Instagram/Twitter/Snap chat/YouTube/Trip advisor/Yelp3. Photos/videos/podcasts4. Easy credit card payment/instant booking/instant confirmation5. Flights/accommodations/attractions/restaurants/tour guides/direct contact/car

rental/maps/virtual tours