Unit 2 - Exploring Customer Service in Travel and Tourism
This assignment will be in 8 Tasks with a deadline given for each.
The overall deadline for the whole assignment to be complete and handed to your Teacher:
Is September 2007
Miss Warren/Miss Henley
The following guidelines should be used when completing your assignment:
- You must refer to the criteria banner and the content of the unit throughout the assignment.
- You should make sure you do detailed research and have a good understanding of the business you are describing.
- Before handing in you must:
- Check that you have completed all tasks
- Label work appropriately
- Present tasks in the correct order
- That your name appears clearly in the header or footer of each page
Part 1 – Understanding Customer Service (P1 and M1)
Deadline: [ ]
You have been working for an agency that provides training and other services to the travel industry. The agency charges a fee for work carried out on behalf of travel companies and has recently been approached by The Chatham Dockyards and The Hilton
It is important to understand the businesses you are working for.
Task 1 (P1)
- Research the mission, objectives, policies, processes, procedures and resources of the two businesses.
- Create a presentation describing how the two businesses approach customer service in terms of policies, processes and resources.
Task 2 (M1 & D1)
- In order that the organisations can see how their customer service compares to other organisations, you are asked to produce a table that compares the two and shows how the organisations meet the needs of the customers (M1). Make your comparisons in terms of policies, processes and resources.
- Evaluating how well each organisation delivers the Customer Service. Include a column for making recommendations for improvements (D1).
You Must Consider:
Organisations: types (small, large, independent, integrated, private, public)
Processes: records kept (receipts, booking sheets/forms, tickets, registers, databases, accident books, invoices, contracts of employment, feedback sheets/forms/cards)
Resources: staffing (levels, abilities, experience, qualification), finance
Policies: (training, feedback, rewards, increasing loyalty, responsive, proactive, mission statements, customer policies, customer charters, procedures)
Task 3 (P2)
Identify and describe the needs of different customer types in the travel and tourism industry.
Task 4 (P3 & M2)
You have been asked to produce a Power point presentation to show employees at Chatham Dockyard and The Hilton the skills and techniques that can be used to provide customer service in the travel and tourism industry. You will need to include examples relating to the industry. (P3)
Explain how the skills and techniques you have identified above can enhance customer service in travel and tourism. (M2)
Task 5 (P4)
Describe the different ways of measuring customer service.
You Must Consider:
Types of Customers: age groups, ethnicity, interests, organised groups, customers with special needs, demographics (families, single parents)
Needs: information (directions, facilities, price, availability), health, safety and security, assistance (with luggage, for parents), level of service, specific needs, products and services (customers expectations, identification of needs, knowledge of products and services)
Communication Methods: formal and informal, written, face-to-face, telephone, verbal, non-verbal, electronic
Communication skills: face-to-face (verbal and non-verbal), speaking and language (clarity, jargon, slang, grammar), written skills (completing documentation, legibility), maintaining confidentiality
Selling Skills: identifying needs, selecting requirements, knowledge of products and services, establishing rapport
Presentation skills: public speaking (projecting and amplifying voice, personal presentation), groups (large and small), meeting specific needs (adapting duration), using equipment (microphone, projector)
Personal Presentation: creating a first impression, dress codes, personal hygiene, body language, attitude and behaviour
Ways of Measuring Customer Service: ideas and indicators (correct identification of customer needs, quality and quantity of information provided, appearance of environment, responsive, proactive, training and feedback, timing of services and information provision)
Part 2 – Demonstrating Customer Service (P5, M3 & D2)
Deadline: [ ]
- During the year you will need to deal with a variety of customer service situations and selling skills situations.(P5)
- Collect at least 3 witness statements that detail the service you have provided in the different travel and tourism situations. You should ensure you cover a range of situations including 1 complaint. (M3)
- Deal independently and confidently with customers in 3 different situations including 1 complaint.(D2)
- Evaluate your performance in the 3 different travel and tourism related customer service situations, making recommendations for development of your customer service skills and techniques.
You Must Consider:
Customer Disposition: aggressive, complaining, distressed, non-English speaking, groups, individuals, special needs (mobility, dietary)
Location: environment (cleanliness, noise), atmosphere (formal, busy), location (public place, outdoors)
Situations: complaints, selling, providing advice or assistance (passing messages, dealing with problems and queries)