Customer Service for the Travel and Tourism Industry

Overview

Framework:
RQF
Level:
Level 2
Unit No:
F/615/7797
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

Portfolio of Evidence.

Unit Learning Outcomes

1

Understand the importance of excellent customer service to the travel and tourism industry.

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.

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.

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.

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 product knowledge.

  • 4.3
    Deal with dissatisfied customers in given situations.