Thẻ ghi nhớ: UNIT 4: Customer service in travel and tourism | Quizlet

Customer service

Activities by travel/tourism organisations to satisfy customers' needs. Example: Airport staff assisting passengers efficiently.

Buffets

Meal where customers serve themselves from a selection of dishes. Example: Hotel breakfast buffet.

À la carte table service

Meals served at the table from a menu. Example: Dinner at a resort restaurant.

Special dietary requirements

Food restrictions (gluten-free, vegan, allergy). Example: Providing gluten-free breakfast for a guest.

Potential customer

Someone who may become a future customer. Example: A traveller browsing tour packages online.

Inbound tour operators

Organisations providing tours/packages for inbound tourists. Example: A company offering Vietnam city tours to foreign visitors.

Customised

Packages adapted to meet specific customer needs. Example: Tailored honeymoon package with selected activities.

Paperless transactions

Electronic payments/confirmations to reduce waste. Example: Online ticketing for flights or museums.

Customer care policies

Guidelines for staff to deliver good customer service. Example: Steps to handle complaints professionally.

Product knowledge

Understanding of organisation's products/services. Example: Staff explaining hotel facilities and tour options.

Acknowledge the complaint

Recognising customer complaints. Example: Front desk staff listening and noting a guest's issue.

Refer to senior colleagues

Escalating complaints when necessary. Example: Restaurant server referring complaint to the manager.

PRMs (Persons with Reduced Mobility)

Individuals needing travel assistance due to physical disabilities. Example: Wheelchair users at an airport.

Accessibility

Providing services for all, including PRMs. Example: Ramps, elevators, and e-mobility vehicles in airports.

E-mobility facilities

Electric vehicles used to transport PRMs. Example: Airport electric shuttle for wheelchair users.

Hidden disabilities

Disabilities not immediately obvious (e.g., learning or hearing impairments). Example: Staff aware that some passengers may need extra guidance.

Personal skills

Employee attributes: presentation, body language, clear speech, numeracy. Example: Polite and confident check-in staff.

Interpersonal skills

Skills in interacting with others: listening, patience, teamwork. Example: Tour guide communicating clearly with a diverse group.

On-the-job training

Learning while working, including shadowing and rotation. Example: New hotel receptionist training under senior staff.

Formal learning

Structured training: classroom, online, mentoring. Example: E-learning course on tourism customer service.

Job rotation

Staff moving between departments to gain experience. Example: Hotel staff rotating between front desk, housekeeping, and restaurant.

Importance of customer service

Good service increases repeat business and profits; bad service reduces reputation and revenue. Example: Friendly staff encouraging tourists to return.

Delivery of customer service

Putting customer care policies into practice. Example: Handling complaints according to company procedures.

Customer complaints

Staff must know to handle minor issues and escalate serious ones. Example: Restaurant server resolving small order errors, referring larger issues to manager.

Provision for different tourists

Accessibility and ancillary services improve satisfaction. Example: Car hire, currency exchange, travel insurance, PRM assistance.

Reputation

Good service improves reputation and profitability. Example: Positive reviews online for accessible tour services.

Skills for travel/tourism staff

Personal and interpersonal skills are essential; training improves performance. Example: Hotel staff trained to manage check-in efficiently and politely.

Senior staff / mentoring

Senior colleagues guide junior staff. Example: Head chef mentoring kitchen apprentice.