Lesson 1 – Customer Service (Tour & Travel Management)

Vocabulary flashcards summarizing key terms, skills, and effects related to customer service in the hospitality and tourism industry.

Customer Service

The support and care a business provides before, during, and after a purchase to meet customer needs and ensure satisfaction.

Hospitality Industry

Sector where customer interaction is core—includes hotels, restaurants, bars, resorts, theme parks, and tourist destinations.

Persuasive Speaking Skills

Ability to influence customers’ decisions and guide them toward solutions or purchases through compelling communication.

Empathy

Understanding and sharing customers’ feelings to create an emotional connection and make them feel valued.

Adaptability

Flexibility to handle diverse customers, channels, and situations while maintaining service quality.

Positive Language

Use of optimistic, solution-focused words that steer conversations toward favorable outcomes.

Clear Communication Skills

Conveying information simply and accurately so customers easily understand answers and instructions.

Self-Control

Remaining calm, professional, and courteous even when facing rude or irate customers.

Taking Responsibility

Owning the customer’s issue and ensuring it is resolved satisfactorily, regardless of who caused it.

Patience

Staying composed and giving customers time to explain their concerns without rushing or frustration.

Effective Listening

Actively hearing, understanding, and confirming the customer’s issue to demonstrate attention and accuracy.

Attentiveness

Maintaining focus and engagement with customers to catch details and prevent service gaps.

Time Management

Balancing speed and quality to assist customers efficiently while respecting their time.

Willingness to Improve

Ongoing desire to learn new skills, accept feedback, and enhance service performance.

Knowledge

Up-to-date understanding of company policies, products, and processes to answer questions and upsell appropriately.

Ability to Admit You Don’t Have the Answer

Honesty in acknowledging gaps in knowledge and commitment to quickly finding accurate information.

Thick Skin

Emotional resilience that lets service reps absorb criticism without taking it personally.

Customer Loyalty

Repeat business gained by providing excellent service, which is cheaper than acquiring new customers.

Word of Mouth

Customers’ tendency to share experiences—good service spreads positive messages; poor service spreads negatives.

Differentiator

Aspect that sets a business apart from competitors; superior customer service often fulfills this role.

70% Purchase Influence

Statistic showing that customer service affects roughly 70 % of all buying decisions in hospitality.

Negative Experience Multiplier

Customers are about twice as likely to share bad service experiences as positive ones, hurting reputation.

Customer Service Differentiation

Using exceptional service to stand out in a crowded hospitality market and encourage repeat visits.