1. What is customer service?
A definition from the Institute of Customer Service:
  ‘Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction’.

2. What are the most important customer service skills?
Friendliness
Helpfulness
Effective use of body language
Good product knowledge
Listening skills
Courtesy
Effective complaint handling skills

3. The importance of customer service in the tourism industry
Many travel and tourism organisations talk about delivering good customer service:
They include it in their mission statements.
They talk about making customers feel special.
Why?
An organisation with consistently high levels of customer service has an edge over its competitors.

4. Effective staff in travel and tourism
Take pleasure in seeing that their customers are happy.
See the value of their work.
Are empowered to deliver high levels of customer service.

5. Fawlty Towers – “The Waldorf Salad”
As you watch the episode, take notes on Basil Fawlty’s:
Communication skills
Customer handling skills
Problem solving skills