Customer Service for the Travel and Tourism Industry

Overview

Framework:
RQF
Level:
Level 2
Unit No:
M/505/2727
Credits:
3
Guided learning hours:
24 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 — Understand the importance of excellent customer service to the travel and tourism industry.

Learning Outcome 1: Indicative Content 

Importance of excellent service

  • Customer satisfaction
  • Repeat business
  • Increase in customers
  • Increased turnover
  • Increased efficiency
  • Improved internal relationships/team work and efficiency
  • Improved morale of employees/job satisfaction
  • Bonus or salary increase

Assessment Criteria

  • 1.1
    Explain the importance of excellent customer service for
    a) travel and tourism organisations
    b) customers and clients
    c) employees.
2 — Know how to provide excellent customer service.

Learning Outcome 2: Indicative Content 

First impressions

  • Body language
  • Personal appearance
  • Tidy environment e.g. desk

Examples of personal presentation in different service situations

  • On the phone: warm friendly greeting
  • Face to face; smiling, smart image
  • In writing – error free, correct form of address (Dear Mr …. or Hi James)

Body language and tone of voice

  • Open gestures
  • Smiles
  • Approaching people
  • Establishing rapport e.g. by leaning forward
  • Active listening
  • Warm friendly voice vs assertive

Policies and procedures

  • Customer service policy
  • Employee Code of Conduct
  • Complaints policy

Assessment Criteria

  • 2.1
    Outline how to provide a positive first impression and why this is important.
  • 2.2
    Describe how to present oneself appropriately in different customer service situations.
  • 2.3
    Explain how body language and tone of voice can be used to enhance customer service.
  • 2.4
    Describe policies and procedures needed to ensure standards of service.
3 — Understand how travel and tourism customers and their needs vary.

Learning Outcome 3:

Customer can be differentiated by:

  • age
  • specific needs
  • destinations
  • size of group travelling e.g. single vs family

Assessment Criteria

  • 3.1
    Outline different customer types and why they have diverse needs.
  • 3.2
    Describe specific travel and tourism products and services that meet the needs of specific customer types.
4 — Be able to provide excellent service to a range of customers.

Learning Outcome 4: Indicative Content 

Learners need to provide sufficient and valid evidence to meet the assessment criteria.

Evidence may include witness statements, peer assessment and/or a personal log.

Learners need to understand:

  • the importance of first impressions to give confidence, create rapport and provide good service
  • information will vary according to product but may include price, extras, benefits, exclusions, weather, service.
  • when dealing with dissatisfied customers the importance of
    • remaining calm
    • active listening
    • empathy and trying to understand
    • apologising
    • not giving excuses
    • using initiative/finding a solution or escalating if appropriate
    • solving complaints quickly
    • keeping records.

Assessment Criteria

  • 4.1
    Create a positive first impression with customers, using
    a) greetings
    b) body language
    c) tone of voice
    d) personal appearance.
  • 4.2
    Provide information on a given product to a customer demonstrating excellent product knowledge.
  • 4.3
    Deal with dissatisfied customers in given situations.