Customer service in travel and tourism

Question 1

Explain product knowledge

Answer 1

The employee is expected to know her/his product being sold to be able to advise and guide customer better

Question 2

Explain what does delivery of customer service includes?

Answer 2

(i)Handing customer enquiries
(ii)Procedures for handling complaints
(iii)Make reservations and taking orders

Question 3

Explain what happened when you are dealing with complaint?

Answer 3

(i)Poor quality service
(ii)Delays in receiving products
(iii)Being given incorrect information

Question 4

Explain what should we do when we are dealing with complaint?

Answer 4

(i)Listen carefully to the customer and do not interrup or argue
(ii)Apologies in general terms and reassure the customer
(iii)Keep calm and do not take the complaint personally