Travel Reference
In-Depth Information
Be able to apply customer service and
selling skills in travel and tourism
situations
SECTION 4
So far in this unit you have studied:
Again, cust
o
mers are looking for reliable, unbiased
advi
c
e that will answer their particular queries;
1.
The importance of providing excellent customer
service in travel and tourism organisations;
•
Providing assistance - this may be in face-to-face
situations with customers, on the telephone or
in response to a written or e-mail enquiry. Some
customers have specifi c requirements that may call
for extra assistance in certain circumstances, e.g.
airport assistance, priority seating, fl ight upgrades,
etc.
2.
How organisations adapt customer service to mee
t
the individual needs of customers;
3.
The customer service skills required to meet
customer needs in travel and tour
i
sm contexts.
Section 4 gives you the opportu
n
ity of putting theory
into practice, by applying cust
o
mer service and selling
skills in real or simulated settings. You will complete a
number of activities that will allow you to practise and
receive feedback on your performance in a variety of
travel and tourism situations, before you complete the
formal asses
s
ment for the unit.
•
Handling complaints - thankfully, this is not as
common as you might think! Page 154 gives
more information on how to deal with complaints
successfully;
•
Dealing with problems - being able to react quickly
and decisively to problems is a useful skill for staff
working in travel and tourism. Key staff are trained
in fi rst aid and emergency procedures, while
other colleagues may have to deal with delays,
overbooking and lost property;
Customer service
Y
o
u may ultimately fi nd yourself working in a travel
agency, airport, museum, tour operator, tourist
information centre, hotel or car hire company, to
name just a few. Whatever the precise location of the
customer service, staff may be called upon to work with
customers in a variety of situations, for example:
•
Making sales - customer service and selling often go
hand-in-hand, for example when offering customers
travel insurance when they book a cruise, selling a
guide book while giving directions to visitors at a
tourist information centre, etc.
•
After-sales advice - customers may want to make
•
Providing information - this is an important aspect
changes to bookings or buy extras such as foreign
currency, airport parking, etc.
of working in the travel and tourism sector. Whether
it is the time of the next train to Edinburgh, the cost
of a return fl ight to Geneva, the price of a holiday
for a family of four in October or the admission price
for a tourist attraction, customers need reliable
information that is readily available and delivered
by well-trained staff in a professional and competent
fashion;
•
Product knowledge - the more you know about the
products and service you are selling the better the
chance of delivering excellent customer service and
making more sales!
In all dealings with customers, you must appreciate the
importance of listening to what they have to say and
keeping calm. Also, you need to know when to refer a
customer to a more senior member of staff if you are
not able to deal with their enquiry or complaint.
•
Giving advice - this may be before the customer has
made a booking, e.g. visa and health requirements,
while they are travelling to their destination, while
they are in resort or on the return journey home.
