Travel Reference
In-Depth Information
Understand the importance of providing
excellent customer service in travel and
tourism organisations
SECTION 1
Icebreaker
This unit focuses on the vital role that customer service plays
in
t
h
e present-day travel and tourism sector. Working
by yourself, or in small groups under the direction of you
r
t
ut
or, see how you get on with the following tasks to help
you make a start on this unit:
•
Write down two recent examples of whe
n
yo
u
have experienced good customer service while buying a product
or service, giving the reasons why you were pleased with the staff;
•
Make a list of the different memb
e
rs
o
f staff who are likely to provide a service to a family of two adults and two
children when they go on a pa
c
kage holiday to Majorca booked through a high street travel agency;
•
Have a go at making a list
of the things you should DO and NOT DO when handling a complaint from a customer;
•
Make a list of the reasons why you think it's important for a travel and tourism company to train its staff in
customer service skills;
•
Write down
t
wo recent examples of when you have experienced bad customer service while buying a product
or service,
explaining why you were disappointed;
•
Thin
k
of six different situations when staff in travel and tourism may provide customer service, for example a
cu
s
tomer checking in at an airport;
•
Make a list of top tips for anybody working in a sales position in travel and tourism.
When you've fi nished, show your answers to your tutor and compare your answers with what other groups in your
class have written.
Customers are the most important part of any travel
and tourism business. Quite simply, without customers
there would be no business! So it is vitally important
that customers are looked after well and given the
highest standards of service, so that they come back
again and tell their friends about the good time they
had.
•
First impressions;
•
Company image;
•
Speed and accuracy of service;
•
Consistency;
•
Products and services offered;
Principles of customer service
•
Meeting customer needs;
•
Offering information and advice;
There are certain basic customer service principles that
all travel and tourism staff must be made aware of,
including:
•
Dealing with complaints and problems;
•
Meeting and exceeding customer expectations.
