IGCSE Travel and Tourism - Unit 3 - Customer Care and Working Procedures

Why is customer service important?

1. it gives positive impression to present and future clientele.

2. It keeps customers willing to come back again

3. makes customers feel like they are the number one priority.

What is customer service?

It includes all direct and indirect contact with the customer in an organisation

In what situations is customer service provided?

1. Providing information

2. Giving advice

3. Keeping records

4. Providing assistance

5. dealing with problems

What is reliability in customer service?

the ability to perform the promised service dependable and accurately

what is responsiveness in customer service?

the willingness to help customers and to give prompt service

what is assurance in customer service?

the knowledge and courtesy of employees and their ability to convey trust and confidence when dealing with a request

what is empathy in customer service?

the caring service that is given to the customer

What is the "moment of truth?"

Every time a tourist interacts with a T&T provider. The first impression to every guest.

Why do organizations have a Customer Service Policy?

1. Make customers feel satisfied and valued

2. makes customers what to come back

3. so that the staff know what is expected of them

what is a customer service standard?

a company's rules or guidelines that inform and shape the customer's relationship with the business at every step throughout the customer experience

What are the types of customer service standards?

1. Operational standards

2. Competence standards

what are operational standards?

specify what must be done or said e.g.:

1. receptionist must wear me badges and make eye contact and smile

2. telephone must be answered in 3 rings

What are competence standards?

describes the action that must be taken to perform a task e.g.; How to present a positive personal image to customers employees should:

1. always treat customers in a courteous and helpful manner

2. maintain standards for behavior and appearance

what areas of employment are there for a hotel?

1. Kitchen

2. Front Office - reception, reservations, concierge etc.

3. Housekeeping

4. Food and Beverage - banqueting and conferencing

4. Leisure and recreation - golf, gym, beach and pool

Why have T&T organization introduced team working?

1. to improve productivity

2. to improve the quality of products and services

3. to improve customer focus

4. to increase employee motivation

What is the guest cycle?

1. reservation

2. check-in

3. occupy the room

4. check-out

what must take place for a high standard of customer satisfaction to be achieved?

1. Courtesy

2. Tact

3. Diplomacy

what details are required at the check-in stage?

1. name and surname with address and tel number

2. car reg number

3. any special needs or requests

4. credit card details

5. guest signature

what customer service skills do front office or receptionist need to have at the check-in stage?

1. create a good first impression

2. smile and welcome

3. business-like appearance

4. able to speak a foreign language will help

5. needs to have good admin skills

6. keep confidential information safe

Why do T&T organizations need to deal quickly with customer complaints?

1. because it is cheaper to retain existing customers than it is to find new ones.

2. Negative word of mouth will damage their reputation

How should we deal with complaints?

1. Listen carefully

2. apologise for the inconvenience caused

3. never argue and refer to manager if you can't help them

4. Agree on a solution with the customer

what customer service skills are needed in the T&T industry?

1. Personal presentation -grooming, cleanliness and personal hygiene

2. interpersonal skills - Communication and people skills

3. Clear speech

4. numeracy skills

5. Literacy skills

6. IT Skills

what are the barriers to communication?

1. Language problems

2. Cultural differences

3. if message is too complex

4. concentration problems

What are some of the developments in ICT in the T&T industry?

1. Computerised reservation system

2. telephones/conference calls/emails

3. The internet - websites for advertising

Why do organizations send staff for training?

1. benefits for employees - greater job satisfaction and motivation

2. benefits for customers - better service

3. Benefits for the organisation - more efficient staff, more qualified staff, better customer retention

what are the types of training?

1. on-the-job training

2. off-the-job training

What are interpersonal skills?

Communication skills, people skills and good interaction skills with customers

Why do T&T organizations have formal customer service procedures in place?

because customer satisfaction is affected by what customers expect and so the formal procedure helps the Hotel deliver the same consistent service that matches customer expectations.

what procedure is a Travel Agent going to follow when handling an enquiry or making a booking for a client?

1. what is included in the booking

2.other important info like smoking policy/events etc

3. is pre-booking of meals required?

4. give notice if restaurants likely to get fully booked

5. full details of hotel cancellation policy

6. is a deposit needed?

7. charges for additional facilities?

8. payment policy explained

Name the ways a waiter can prepare a restaurant for service (BEFORE THE CUSTOMER ARRIVES)

1. set the tables

2. arrange the tables in 2's/4's/6's according to the booking sheet

3. Clean up after the previous table and get ready for the new table to arrive

What kinds of reference sources can travel agents use to obtain more information about bookings/flights etc?

1. Official Airline Guide (OAG) which gives flight details for all airlines

2. Trip Advisor (online App)

3. Internet sites

4. Travel brochures

5. Timetables (Eg: train and ferries)

The benefits of computers in the travel industry?

1. Electronic supermarkets linking buyers to sellers

2. reservations can be made quickly and easily

3. brings millions of people together to a centralised market place

Ways in which computers are used to obtain information by travel agents

1. Global Distribution System - GDS

2. Computer Reservation System - CRS