VUSSC/Content/Tourism/Customer Care/Dealing with Special Needs

DEALING WITH SPECIAL NEEDS - TYPES OF INDIVIDUAL NEEDS

As we pointed out earlier, effective care for our customers implies that we


 * need to understand their expectations and needs;
 * do all we can to meet and exceed them.

Many needs are related to the services that we supply to our customers – The need for


 * for a service;
 * information and advice;
 * help to resolve a complaint.

Let’s consider those customers whose needs include requirements that are particular to them as individuals as well as the needs related to the services of the organisation.

These particular needs may be due to a disability affecting mobility, speech, hearing, sight or the mental health of the customer.



Very often you need to pay special attention to the personal situation of your customer. These include the elderly, parents with small children, illness or injury and expectant or nursing mothers.

You can now complete activity 15. This concerns special needs of your customers.

Activity 15