Review and improve the customer experience

URN: PPLTT56
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about contributing to the review and continuous improvement of the customer experience within your organisation. This involves obtaining, reviewing and using feedback from your customers and colleagues to gauge customers’ experience of the products and services you offer, and identify ways in which this could be improved. This also involves sharing your ideas with your team and working with them to agree, implement and review actions to ensure the customer experience is continuously improved.

This standard is for travel consultants and travel agents for both leisure and business / corporate travel.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Review and improve the customer experience


Performance criteria

You must be able to:

1. Obtain and review feedback from your customers and colleagues on the customers’ experience of products and services in line with organisational procedures 2. Use the information obtained to gain an understanding of the customers’ experience with your organisation’s products and services 3. Pass on relevant feedback to internal and external parties (such as suppliers) as appropriate and in line with organisational procedures 4. Identify ways the customer experience could be improved based on the feedback you have obtained 5. Share the ideas you have identified for improving the customer experience with colleagues 6. Work with colleagues to identify the actions your team could take to improve the customer experience in line with organisational procedures 7. Implement the agreed actions to improve the customer experience 8. Review the impact of the implementation of agreed actions and feedback to your team

Knowledge and Understanding

You need to know and understand:

1. How customer feedback is obtained in your organisation 2. How to make use of all available sources of information and feedback about your customers’ experience including what is available through social media 3. Your organisation’s procedures for reviewing customer feedback 4. The customer experience with your organisation and the products and services the organisation offers 5. How to identify the types of customer interactions with your products and services throughout the customer experience 6. The methods of analysing information on the customers’ experience of the products and services your organisation offers 7. When to pass on customer feedback to internal and external parties and the methods for doing so 8. How your organisation identifies how to make improvements to the customer experience 9. How to work with colleagues and share your ideas for improving the customers’ experience 10. How to agree, implement and review the impact of actions for improving customer experience within your organisation

Scope/range


Scope Performance


Scope Knowledge


Values


Behaviours


Skills


Glossary


Links To Other NOS


External Links


Version Number

2

Indicative Review Date

30 Jun 2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT56

Relevant Occupations

Business Travel Consultant, Leisure and Travel Service Occupations, Leisure Travel Consultant, Local Tour Guide, Overseas Resort Representative, Personal Service Occupations, Tourism Assistant, Tourism Information Officer

SOC Code

6212

Keywords

research, travel, destination, information