Service Blueprinting (Travel Fair) by https://padlet.com/crisann006/bp13 Signing up of Promo Travel Package at Travel Fair en-us 2018-04-29 11:48:16 UTC 2018-05-23 04:13:30 UTC hello@padlet.com https://padlet-assets.s3.amazonaws.com/icons/Moderncam.png Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered crisann006 https://padlet.com/crisann006/bp13/wish/256294912 2018-04-29 11:48:16 UTC https://padlet.com/crisann006/bp13/wish/256294912 Invisible contact employees, below the line of visibility crisann006 https://padlet.com/crisann006/bp13/wish/256294913 2018-04-29 11:48:16 UTC https://padlet.com/crisann006/bp13/wish/256294913 Those actions of frontline contact employees that occur as part of a service encounter crisann006 https://padlet.com/crisann006/bp13/wish/256294914 2018-04-29 11:48:16 UTC https://padlet.com/crisann006/bp13/wish/256294914 Tangibles that customers are exposed to that can influence their quality perceptions crisann006 https://padlet.com/crisann006/bp13/wish/256294915 2018-04-29 11:48:16 UTC https://padlet.com/crisann006/bp13/wish/256294915 Include all the steps that customers take part in as part of the service delivery process crisann006 https://padlet.com/crisann006/bp13/wish/256294916 2018-04-29 11:48:16 UTC https://padlet.com/crisann006/bp13/wish/256294916 https://padlet.com/crisann006/bp13/wish/260831814 1. Customer visits the vendor booths that interest them
2.  Customer consult travel agents on the various tour packages and  insurances
3. Customer might sign up for travel packages that are suitable for them ]]> 2018-05-15 13:08:41 UTC https://padlet.com/crisann006/bp13/wish/260831814 1. Employee will talk to customers and know what is their want instead of promoting what the employee wants to sell( know their budget) 2. After that, employee will suggest to them some suitable travel packages 3. If they are interested and want to sign up, employee will help them with sign up. 4. If there is any complaints, employee will be the one that engage customers https://padlet.com/crisann006/bp13/wish/260836984 2018-05-15 13:19:00 UTC https://padlet.com/crisann006/bp13/wish/260836984 1. Directors have to plan different travel packages and prices as well https://padlet.com/crisann006/bp13/wish/260847011 2018-05-15 13:40:07 UTC https://padlet.com/crisann006/bp13/wish/260847011 https://padlet.com/crisann006/bp13/wish/260873827 1. Back Stage Employees created banners or pamphlets that are to be on display during the fair to attract customers.

2. Dealing with foreign entertainment companies, airlines and hotels to secure cheaper deals like bulk-buying in order to reduce price to attract customers to make a purchase.

3. Conduct research on destination trends during the period to favour to increase sales.]]> 2018-05-15 14:36:07 UTC https://padlet.com/crisann006/bp13/wish/260873827 https://padlet.com/crisann006/bp13/wish/260892805 Brochures are provided to customers so that they can view the available tour packages .

Customers can also visit the travel agency’s website to compare prices of the different packages available.



]]> 2018-05-15 15:20:58 UTC https://padlet.com/crisann006/bp13/wish/260892805 https://padlet.com/crisann006/bp13/wish/262901222 1. ]]> 2018-05-23 03:28:26 UTC https://padlet.com/crisann006/bp13/wish/262901222 Group 5 https://padlet.com/crisann006/bp13/wish/262901250 Step 1. Visit travel booth.

Step 2. Travel Agent Approach.

Step 3. Inform travel agent of travel choices.

Step 4. Travel Agent, suggest best options that fits customer choice.

Step 5. Discussion on various aspects and details (accommodation, food, flight, transportation) of options given by travel agent.

Step 6. Payment of tour package.

Step 7. Leave with complimentary gifts (luggage)


]]> 2018-05-23 03:28:44 UTC https://padlet.com/crisann006/bp13/wish/262901250 Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Haifz) https://padlet.com/crisann006/bp13/wish/262901318 - View advertisements/ listen  radio/ receive SMS on travel fair.
- Browse different brochures at entrace of travel fair
- Walk around different booths in travel fair to find the best deals.
- Ask travel agents for more information
- Listen to the explanation of travel agents.
- Sign contract for the travel  package
- Receive complementary gifts from the agency
- Smile, thanks and say goodbye to the travel agents.]]> 2018-05-23 03:29:07 UTC https://padlet.com/crisann006/bp13/wish/262901318 Group 1 https://padlet.com/crisann006/bp13/wish/262901373 1) Customers visit attractive booths
2) Customers will look for cheap and suitable deals
3) Customers will enquire details about the tour packages (accommodations, flight details, budget and places of interest)
4) Finally, customers will sign up for tour packages if their expectations are met]]> 2018-05-23 03:29:38 UTC https://padlet.com/crisann006/bp13/wish/262901373 Group 4 (Kelvin, Iffah, Lei Yee, Sean) https://padlet.com/crisann006/bp13/wish/262901609 1. Customer take pamphlets/brochures from travel agency salesperson.
2. They collect the brochures from the other agencies for comparison (itinerary, duration etc.)
3. They approach the respective agency salesperson for inquiries regarding details and benefits of the trip packages.
4. ]]> 2018-05-23 03:31:15 UTC https://padlet.com/crisann006/bp13/wish/262901609 MIA https://padlet.com/crisann006/bp13/wish/262901924 1. Refreshments are provided for customers for enhanced experience.

2. Good customer service like ushering and brochures provided.

3. Online ads easily available on websites and posters are printed out.  

4. Show good customer reviews on travel websites ]]> 2018-05-23 03:33:42 UTC https://padlet.com/crisann006/bp13/wish/262901924 Group 4 https://padlet.com/crisann006/bp13/wish/262902164 1. Brochures issued to customer providing details on the package.
2. Advisory based on customer needs, wants, and expectations.
3. Booth design and facilities (TV showing videos of destinations, testimonials, attractive brochures, etc. ) to entice customers.
4. Uniforms of the staff that are easily recognizable and easily distinguishable from the others. 
5. Refreshments (snacks, drinks) provided at the booth for potential customers.]]> 2018-05-23 03:35:42 UTC https://padlet.com/crisann006/bp13/wish/262902164 Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Haifz) https://padlet.com/crisann006/bp13/wish/262902247 - Different travel agents greet and smile at the entrance and booth; hand you brochures of their travel agencies.
- Direct you to their travel agencies' booth.
-  Show you different travel agency's pictures, past group experience. 
- Entise you with free gifts (e.g. vouchers) for visiting their booth.
- Travel agents smile and say goodbye]]> 2018-05-23 03:36:18 UTC https://padlet.com/crisann006/bp13/wish/262902247 Group 5 https://padlet.com/crisann006/bp13/wish/262902260 (1) Design of booths.
(2) Pictures in brochures.
(3) Snack served at booth.
(4) Quality of complimentary goods.]]> 2018-05-23 03:36:27 UTC https://padlet.com/crisann006/bp13/wish/262902260 Group 6 https://padlet.com/crisann006/bp13/wish/262902304 2018-05-23 03:36:50 UTC https://padlet.com/crisann006/bp13/wish/262902304 Group 1 https://padlet.com/crisann006/bp13/wish/262902393 1) Travel Fair organiser invites travel agencies to the travel fair
2) Travel agencies give out travel brochures to customers
3) Travel agencies' staffs will clear any doubts of customers]]> 2018-05-23 03:37:52 UTC https://padlet.com/crisann006/bp13/wish/262902393 MIA https://padlet.com/crisann006/bp13/wish/262902562 1. Good customer service like ushering customers to the table. 

2. Refreshments are provided for customers for enhanced experience.

]]> 2018-05-23 03:39:28 UTC https://padlet.com/crisann006/bp13/wish/262902562 group x https://padlet.com/crisann006/bp13/wish/262902593 1. Customers research what packages are available (online, printed)
2. Customers have to find out where the shop/booth is located at the fair
3. Customers have to look at the various booth at the fair
4. The customers will then compare the various deals based on a number of factors such as affordability , attractiveness of the packages .
5. The customers will select an offer and sign the package with the travel agent. ]]> 2018-05-23 03:39:46 UTC https://padlet.com/crisann006/bp13/wish/262902593 MIA https://padlet.com/crisann006/bp13/wish/262902841 1. Back stage employees operate the audio systems

2. Back stage employees manage logistics like brochures. 

3. Staffs handling foreign affairs such as dealing with foreign relations 

]]> 2018-05-23 03:40:57 UTC https://padlet.com/crisann006/bp13/wish/262902841 Group 4 https://padlet.com/crisann006/bp13/wish/262902872 1. the staff will plan activities for the customers based on the needs and budget
2. Friendly , encouraging and convincing staff at the booth.
3. ]]> 2018-05-23 03:41:10 UTC https://padlet.com/crisann006/bp13/wish/262902872 Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz) https://padlet.com/crisann006/bp13/wish/262902986 -  Provide in-depth information about travel brochures (e.g. travel itineries, packages
- Provide refreshments (e.g. sweets, biscuits, water, coffee, tea)
- Provide explanation,  consultation, answer enquiries, comparisons about their trip itineries, experiences, between their agencies and other agencies.
- Provide contractual terms for customers to sign, and payment method. 
- Provide free gifts after signing the contract and pay 
- Travel agents smile and say goodbye ]]> 2018-05-23 03:41:54 UTC https://padlet.com/crisann006/bp13/wish/262902986 Group 1 https://padlet.com/crisann006/bp13/wish/262903057 1) Staffs will give refreshments to customers
2) Staffs will personally inform about tour packages' details to customers
3) Staffs will persuade customers to sign up for tour packages]]> 2018-05-23 03:42:26 UTC https://padlet.com/crisann006/bp13/wish/262903057 GROUP X https://padlet.com/crisann006/bp13/wish/262903158 -Travel agents approach customers and provide brochures.
-Provide free gifts and refreshments.

]]> 2018-05-23 03:43:13 UTC https://padlet.com/crisann006/bp13/wish/262903158 MIA https://padlet.com/crisann006/bp13/wish/262903356 1. Marketing staffs need to come up with good marketing strategies to appeal to customers.

2. HR need to manage personnel

3. Sales team need to come up with affordable package prices.

4. Logistics department need to set the venue like the audio system]]> 2018-05-23 03:45:03 UTC https://padlet.com/crisann006/bp13/wish/262903356 Group 1 https://padlet.com/crisann006/bp13/wish/262903383 1) Back-end staffs will make sure everything is going smoothly and before the travel fair, they will help travel agencies set up their booths]]> 2018-05-23 03:45:22 UTC https://padlet.com/crisann006/bp13/wish/262903383 Group X https://padlet.com/crisann006/bp13/wish/262903630 1. Employee welcomes the customers to the booth and provides refreshments.
2. The employee explains on the package in-depth to the customers and clarify their questions.
3. Agent/Staff signs up the customer for the package they have chosen (payment, custom requests)
4. Employee provides customer satisfaction feedback form .]]> 2018-05-23 03:47:25 UTC https://padlet.com/crisann006/bp13/wish/262903630 Group 1 https://padlet.com/crisann006/bp13/wish/262903682 1) Tour planners must plan for tour packages' accommodations and coordinate with overseas' tour guides to confirm the tour]]> 2018-05-23 03:47:51 UTC https://padlet.com/crisann006/bp13/wish/262903682 Group 4 https://padlet.com/crisann006/bp13/wish/262903854 1.  People involved the setting up of the booth.
2. Printing of the brochures, documents, banners.
3. Designers of the brochures and banners
4. Supplier of the logistics (table, chair, refreshments, tv, etc.)]]> 2018-05-23 03:49:04 UTC https://padlet.com/crisann006/bp13/wish/262903854 Group 5 https://padlet.com/crisann006/bp13/wish/262904001 (1) Planning travel destination and it relevant details (accommodation, flight, food and transport)

(2) Preparing of promotional material (pictures, brochures, website)

(3) Setting up of booth. (colour of booth, smell, music, signs)

(4) Logistics to prepare food that are to be served at booths.

(5) Establishing various payment methods such as credit card, cheque....

(6) Training travel agent on how to appropriately treat customers.

(7) Accounting and establishing budget for travel fair.



]]> 2018-05-23 03:50:10 UTC https://padlet.com/crisann006/bp13/wish/262904001 Group5 https://padlet.com/crisann006/bp13/wish/262904037 1.Provide refreshments to welcome customers.
2.Communicate with them about travel fair
3.Listen and understand their complaints and worries they may have.

]]> 2018-05-23 03:50:34 UTC https://padlet.com/crisann006/bp13/wish/262904037 Group 5 https://padlet.com/crisann006/bp13/wish/262904094 1. Make sure that all tickets and hotel required by customers are booked at the right venue and time.
2. Find cheap and good deal for new packages
3. Ensure that everything go as planned for customers.
4. Contact customers for any missing/unclear details ]]> 2018-05-23 03:51:09 UTC https://padlet.com/crisann006/bp13/wish/262904094 Group X https://padlet.com/crisann006/bp13/wish/262904113 1. The back-stage employee will have to process all the deals signed in the travel fair.
2. They will maintain relationship with the customers and keep them informed of their bookings and in case of any changes to the travel itinerary, they will keep customers keep them informed..
3. The employees will liaise with their overseas partner in facilitating the booking of accommodation , travel and activities .
4. 

]]> 2018-05-23 03:51:20 UTC https://padlet.com/crisann006/bp13/wish/262904113 Group X https://padlet.com/crisann006/bp13/wish/262904312 -Support staffs have to tally customers' bookings with respective logistic representatives of confirmed bookings.
-Support staff have to cater to customers with special needs
-]]> 2018-05-23 03:53:21 UTC https://padlet.com/crisann006/bp13/wish/262904312 Group 4 https://padlet.com/crisann006/bp13/wish/262904323 1. Directors and managers who provides budget and finances regarding store booth.
2. Marketeers who brainstorm of ways to reach out to customers effectively.
3. Data analysts to analyse top selling packages and provides data to management.
4. Media advertisers who make the advertisement and videos to be presented at the fair.]]> 2018-05-23 03:53:33 UTC https://padlet.com/crisann006/bp13/wish/262904323 Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz) https://padlet.com/crisann006/bp13/wish/262904468 - Printing brochures, planning booth layout and location, drafting out payment details/ planning payment methods available
-  Setting up travel booth at the fair, refreshments.
- Preparation of mascot, mascot 's position, duties.
- Delegation of travel agencies' employees duties at the fair.
- Set up target for travel agencies' employees to achieve at the fair.
 

]]> 2018-05-23 03:55:17 UTC https://padlet.com/crisann006/bp13/wish/262904468 group x cont... https://padlet.com/crisann006/bp13/wish/262904705 1. Design team needed to design whatever the customers see(promotional brochures, advertisements, booth design, booth staff uniforms)
2. Logistics team needed to supply logistics (printed documents, chaits, tables at the brochures, help set up booth)
3. Research staff needed to plan new packages to present to customers (flights, accommodation, travel guides)
4. process customer feedback to better plan for future packages.]]> 2018-05-23 03:58:09 UTC https://padlet.com/crisann006/bp13/wish/262904705 Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz) https://padlet.com/crisann006/bp13/wish/262904781  - Printing brochures, planning booth layout and location, drafting out payment details/ planning payment methods available
-  Setting up travel booth at the fair, refreshments.
- Preparation of mascot, mascot 's position, duties.
- Delegation of travel agencies' employees duties at the fair.
- Set up target for travel agencies' employees to achieve at the fair. 
- Liasing with credit card companies to feature their payment methods at the fair (e.g. EFTPOS)
- Determine, whether travel agencies want to go down to the travel fair.
- Determine manpower during the days at the fair, planning manpower schedule.
 
]]> 2018-05-23 03:58:58 UTC https://padlet.com/crisann006/bp13/wish/262904781