Customer Service in Travel and Tourism

Overview

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

Assessment Guidance

Portfolio of Evidence

For the full unit details, please download the latest version of the qualification specification. This is available for download on the relevant qualifications page.

Unit Learning Outcomes

To view the assessment criteria and any additional content, please expand the relevant learning outcome below.

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.