Skills1
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This document discusses the key customer service skills needed in the travel and tourism industry. It identifies friendliness, helpfulness, good communication skills, product knowledge, listening skills, and effective complaint handling as important abilities. These skills are necessary for interacting with customers and resolving issues. Customer service can be delivered through written, face-to-face, or telephone interactions. The document encourages practicing customer service skills through an activity.
Skills1
- 1. Customer Service Skills BTEC Travel and Tourism
- 2. What Skills are Needed? Friendliness Helpfulness Effective use of body language Good product knowledge Listening skills Courtesy Effective complaint handling skills
- 3. Why are These Skills Needed? Customer facing situations require service skills When customer experiences go wrong staff need to deal with the outcomes Customers regard justice as important to how their complaints are dealt with More on this from previous session (http://www.bized.ac.uk/educators/16-19/tourism/custservice/activity/provision1.htm)
- 4. Methods of Delivering Service Customer service can be delivered through three main methods: Written (letters, faxes, emails) Face-to-face Telephone
- 5. What Next? Go to the Activity to practice your own customer service skills