Travel Reference
In-Depth Information
Know the customer service skills required
to meet customer needs in travel and
tourism contexts
SECTION 3
There is a saying that dealing with customers is easy,
but dealing with them successfully is the diffi cult bit!
The key to effective customer service is gaining a range
of skills that lead to a positive interaction between
customers and members of staff. The following sect
i
ons
of this unit look in detail at communicati
o
n skills,
presentation, teamwork, business skills,
complaint
handling and selling skills.
Communication
sk
il
l
s
Communication in travel and tourism takes place face-
to-face, by telephone, in writing and electronically
(e-mail and fax). It is important to use the appropriate
method of
c
ommunication for a given situation. If a
customer wants a quick reply, e-mail or fax are very
useful ways of transmitting information speedily.
W
r
itt
e
n communication, perhaps a letter or internal
memo, tends to be more formal than face-to-face
c
o
mmunication, which is why it is often used to confi rm
decisions that were agreed verbally.
Face-to-face communication
There are many occasions in travel and tourism
when staff deal directly with customers face-to-face,
either individually or in a group situation, e.g. tourist
information centre staff directing a party of overseas
visitors to nearby attractions, a hotel receptionist
welcoming a guest or a travel agent advising a client
on the benefi ts of a particular holiday.
Face-to-face communication is important in customer service
•
Make sure that you look interested (even if you're
not!);
•
Address the customer by name;
Important ground rules when dealing with customers
face-to-face include the following:
•
Don't interrupt the customer;
•
Always smile when you greet the customer;
•
Keep a reasonable distance from the customer -
not too close but not too far away;
•
Listen to what the customer is saying;
•
Always thank the customer when appropriate.
•
Make eye contact but don't stare;
