Travel Reference
In-Depth Information
11.
List the key benefi ts to employees of offering ex
c
ellent customer service.
12.
Explain the difference between 'implied' and 'stated
'
needs.
13.
Why is personal presentation important for staff working in travel and tourism?
14.
What is 'product knowledge' and why is it important for
c
ustomer service staff to have good knowledge
of the products and services they are selling?
15.
What is the main aim of the Data Protection Act?
16.
What business skills do customer service staff need to carry out th
e
ir jobs effectively?
17.
What is the difference between 'verbal' and 'non-verbal' communicati
o
n methods?
18.
What are the important 'ground rules' when handling groups?
19.
List the key stages of the sales process in travel and tourism.
20.
What does 'closing the sale' mean?
UNIT 4 ASSIGNMENT
Customer Service in T
r
avel and Tourism
Introduction
This assignment is made up of a number of tasks which, when successfully completed, are designed to give
you suffi cient evidence to meet the Pass (P), Merit (M) an
d
Distinction (D) grading criteria for the unit. If you
have carried out the activities and read the case studies thr
o
ughout this unit, you will already have done a
lot of work towards completing the tasks for this assignment
.
Scenario
In your fi rst job since fi nishing your travel and tourism course, you are working for Cheryl White, a customer
service specialist who advises some of the biggest UK travel and tourism c
o
mpanies on how to get the best
out of their staff. She has been called in by a major cruise line to help re-launch its customer service plan,
following lots of complaints from customers.
Task 1
Cheryl has been asked to make a presentation to all cruise line staff and would like you to research and
produce the presentation for her. It must include:
