Customer service is a process used by the organisations to provide customers with the needs and wants. The travel and tourism industry is one which is very large and there is a high level of direct customer interaction in this industry. Over the years, with the level of disposable income rising in the country, the customers are able and willing to spend more on various services related to travel and tourism and various researches have highlighted that customers are able to spend heavily on their travel and tourism needs. Saying this is also important to understand, that with an increase of the number of people indulging in the travel and tourism, the need for customer service has also grown to a higher extent. The travel industry requires to follow the ABTA rules. The main aim of the ABTA policies is to ensure that all the members of the travel industry and that all the customers and the members of the travel industry are provided with high levels of quality and customer service. All the travel related companies need to follow the rules set down by the ABTA and are obliged to follow the rules and regulations and policies set down by the ABTA.
Customer Service is an essential part of Customer relationship management. Customer relationship management, which is widely known as CRM holds an enormous importance in today’s competitive world. This is clear from the several different mission statements and the vision statements that are presented by the companies across the world. An excellent example for the mission statements is, ‘It is the policy of McDonnell & Miller to provide products and services to the market which meet or exceed the reasonable expectations of our customers. Satisfying our customers with the appropriate level of quality is a primary goal and a fundamental element of our business mission’ (Mission Statements, 2010). Various changes have