Travel Reference
In-Depth Information
UNIT 4
Customer Service in Travel
and Tourism
INTRODUCTION TO THE UNIT
Travel and to u rism is all about working with people and a thorough understanding of the importance of
excellent cust o mer service is essential for anybody thinking of developing a career in the sector. Many
companies offer very similar holidays and travel products, and it is often the way that it deals with its
customers that s e ts one company apart from its competitors. Today, customers demand extremely high
customer service s t a n dards from staff working in travel and tourism organisations.
This unit introduces you to the principles of customer service and the benefi ts it brings to organisations,
customers and employe e s in travel and tourism. You will examine how travel and tourism organisations
adapt customer service t o meet the individual needs of different types of customers. The unit also considers
the many skills needed to d eliver effective customer service, such as presentation, communication and
teamwork. You will also hav e the opportunity of applying customer service and selling skills in a practical
way while completing this uni t .
WHAT YOU WILL STUDY
When you have completed this unit you should:
Understand the importance of provid ing excellent customer service in travel and tourism organisations;
1.
2.
Know how travel and tourism organisa t ions adapt customer service to meet the individual needs of
customers;
Know the customer service skills required to m e et customer needs in travel and tourism contexts;
3.
4.
Be able to apply customer service and selling s k ills in travel and tourism situations.
You will be guided through the main topics in this unit with the help of the latest developments, statistics,
industry examples and case studies. You should also ch e ck out the weblinks throughout the unit for extra
information on particular organisations or topic areas and us e the activities throughout the unit to help you
learn more.
ASSESSMENT FOR THIS UNIT
This unit is internally assessed, meaning that you will be given an assignment (or series of assignments) to
complete by your tutor(s) to show that you have fully understood the content of t h e unit. A grading scale of
pass, merit or distinction is used when staff mark your assignment(s), with higher grades awarded to students
who show greater depth in analysis, evaluation and justifi cation in their assignments. An assignment for this
unit, which covers all the grading criteria, can be found on page 164. Don't forget to v i si t www.tandtonline.
co.uk for all the latest industry news, developments, statistics and links to websites in t h is unit to help you
with your assignments.
ON
Line
t and t
 
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