The World Splendour Holidays Company limited is a company tour that services the customer who interest in playing golf and need to have the new experience in Thailand. They also provide travel and tourism related services to the public at the standard service levelon behalf of suppliers such as airline tickets, cruise line ticket, car rentals, hotel reserved, railways ticket, package tour of inbound and outbound travel, joined tour, the popular performance shows ticket and booking traditional restaurant such as a floating restaurant. Additional services to prepare all travel documents for tourist such as visa of all countries. The World Splendour Holidays Company limited has been established since 1987 and is now one of Thailand's leading golf tour specialists. They have received the 14th tour license company from Tourism Authority of Thailand. There is 5 staff in this organization. Managing director, the company's general manager, 1 person of accounting and financial, 2 persons of ticketing agents and 2 of authorized agents of tour operator who specializes in handling both inbound and outbound golf tours (World Splendour Holidays, 2014). There are around 300 customers all year round around the world that use The World Splendour Holidays to reserve for the airline ticket, booking for the hotel and tour golf package.
The importance of customer service management enables organizations to enhance relationships with customers. Increase revenue, reduce expenses. In particular, the cost of acquiring new customers and increase customer satisfaction by creating work processes and develop products and services standard based on customer needs and preference (A Guide to the Project Management, 2014).Such as gathering information about customers, management of communication channels and the development of products and services to meet customer needs and evaluate the impact of a customer complaint management process, it is necessary to undertake, where possible, a quantitative assessment of its impact and assign calculable values. Measuring the positive impact on the business and its customers will help to determine whether the methods used to manage complaints have been effective, what still needs improving, whether customers who have complained are still retained as customers of the organization (Balaz V, 2000).