Overview

Framework:
RQF
Level:
Level 1
Unit No:
M/504/7821
Credits:
4
Guided learning hours:
30 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Know why customer service is important to the travel and tourism sector.

Assessment Criteria

  • 1.1
    Identify the benefits of providing effective customer service to
    •customers and clients
    •travel and tourism organisations
    •staff.

2

Know the needs of different types of customers in the travel and tourism sectors.

Assessment Criteria

  • 2.1
    Identify different customer types.
  • 2.2
    Identify needs and expectations of specified customer types.
  • 2.3
    Describe how to meet different needs.

3

Know how to provide service to customers in travel and tourism organisations.

Assessment Criteria

  • 3.1
    Describe ways of creating a positive impression on customers through
    •greetings
    •body language
    •tone of voice
    •personal appearance
    •providing correct information.

4

Be able to demonstrate customer service skills in a given travel and tourism scenario.

Assessment Criteria

  • 4.1
    Greet customers in a way that makes them feel welcomed.
  • 4.2
    Offer assistance to customers.
  • 4.3
    Provide helpful responses to customers' queries and requests.
  • 4.4
    Provide accurate information about products and services.