Explain the importance of customer follow-up.

Explanation should include the role of customer follow-up in customer service, along with a description of basic follow-up techniques, such as telephone calls, letters and postcards, emails, gifts, coupons, and customer relationship management (CRM) platforms.

Explanation of customer loyalty and retention techniques should include reward programs, surveys, birthday wishes, sales notices, gifts, coupons, and invitations to special events, along with the rules governing these programs.

Process/Skill Questions:

• Why is it important to develop relationships with customers?
• What are some techniques used to follow-up with travel and tourism customers?
• Why might some techniques work better than others for target audiences?
• How can social media and current technology contribute to effective follow-up?
• How can front-line employees provide immediate customer follow-up?
• What additional information might be obtained from customer follow-up, besides satisfaction and recommendations?