Travel Reference
In-Depth Information
a.
An expl
a
nation of the importance of providing excellent customer service in travel and tourism
organisatio
n
s (P1). You must include examples of at least two travel and tourism organisations in your
presentation. These examples could be generated from visits, case studies in textbooks, guest talks,
videos, websites of
t
ravel and tourism organisations, or a mixture of these sources.
b.
A description of customer service provision in travel and tourism organisations to meet the individual
needs of different types of
c
ustomers (P2). These must include internal customers, individuals and groups.
Your work must relate to a
t
l
e
ast two travel and tourism organisations (these can be the same as those
used in Task 1a).
c.
An assessment of how customer
s
e
r
vice provision meets specifi c customer needs in the two travel and
tourism organisations (M1). You sho
u
ld include a judgment on the effectiveness of the provision.
d.
Recommendations for how one of your
ch
osen travel and tourism organisations can improve its customer
service provision to meet specifi c custome
r
needs (D1). Examples of improvements could be changes to
products offered, new procedures to improve the speed and effi ciency of service, enhanced company
image, etc.
This task is designed to provide evidence for P1, P2, M1 and D1.
Task 2
Cheryl would like you to produce a Customer Service Training Gui
d
e to be given to all staff working for the
cruise line. Your booklet must:
Describe the customer service skills required to meet customer ne
e
ds in travel and tourism contexts (P3).
Your booklet should cover communication skills, presentation, teamwork, business skills, selling skills and the
skills needed to handle complaints. Your description must include relevant travel and tourism examples.
This task is designed to provide evidence for P3.
Task 3
Cheryl wants to show the senior managers of the cruise line how customer service and selling skills should
be delivered in a practical sense and has asked you to be a 'guinea pig' by demonstr
a
ting effective customer
service and selling skills in action. This could be through simulated role plays or in r
e
al-life situations - you
should agree this with your tutor, who will also allocate other members of your group to take part. To
complete the task you will need to:
a.
Demonstrate customer service skills in the following travel and tourism situations (P4):
Situation 1: You are an Overseas Representative in the Algarve working for Travel Up Holidays.
Mr and Mrs
Green have contacted you to complain about the dirty state that they found their hotel room in when they
arrived in resort this morning for their 10-night holiday. With a partner, you are asked to role play this
s
cenario,
dealing with the complaint and completing the following Customer Service Report Form appropria
t
ely.
