1. Customer service in travel and tourism
Unit 4
Customer service in travel and tourism

2. Customer service First impressions
Company image (logo, premises, organisational efficiency)
Products and services offered
Effective communication
Speed and accuracy of service
Meeting and exceeding customer expectations
Customer service policies (dealing with complaints and problems)
Meeting customer needs
Consistency
Offering information and advice
Explain how each of these impacts on customer service.

3. Importance of providing good customer service
To the customer
The customer’s needs are met.
The customer’s expectations are exceeded.
Safe and secure environment for internal and external customers.
The customer has an enjoyable experience.
The customer wants to come back.
The customer will recommend organisation to others.

4. Importance of providing good customer service
To the staff
Job satisfaction
Positive feedback from customers
Happier working environment
Job security/promotion
Competitive advantage
Higher self-esteem.

5. Importance of providing good customer service
To the organisation
Keeping customers satisfied
Loyal customers
Repeat business
Enhanced image (good public relations)
Increased sales and profits
Positive, happy workforce
Competitive advantage

6. Match up the customer types for a rail journey and the customers’ needs
Passenger en route to airport
Clear directions to platform for train
Cyclist
Snacks and drinks available
Wheelchair user
Storage room
Business passenger
Help in boarding
Family with small children
Wireless internet in carriage

7. Communication skills Face-to-face communication Written communication
Telephone communication
Visual communication
Non-verbal communication
Give an example of each in travel and tourism.

8. Dealing with complaints
Listening
Questioning
Empathising
Understanding the problem
Taking control of the situation
Agreeing solutions
Follow up

9. Overview of selling process
Establish rapport with the customer
Ask questions to establish needs
Select a product to meet needs
Switch sell
Customer thinks
product does not
meet needs
Sell up
Use
persuasion
Overcome
objections
Turn features
into benefits
Customer accepts product
Close sale