Module 4 - Customer Service Skills Flashcards
A tourist guide should be a good listener to understand visitors’ needs. List four listening skills that could be used when handling visitors’ enquiries.
ACE-P
1. Active listening:
* Pay full attention,
* Maintain eye contact,
* Avoid distractions while
* Listening without interrupting.
2. Clarifying:
* Ask follow-up questions or
* Rephrase the inquiry to confirm understanding.
3. Empathetic Listening:
* Acknowledge the visitor’s feelings and
* Offer reassurance,
* Use phrases like “I see”, nod, and smile
4. Paraphase:
* Restate the visitor’s concern in your own words to ensure clarity.
Attention - Clarify - Empathy - Paraphrase
Travellers can be classified into about ten types in terms of their personal characteristics. List any five types.
“All Cool Lions Enjoy Fun”
- Adventure Travelers
- Cultural Travelers
- Luxury Travelers
- Eco-conscious Travelers
- Family Travelers
Tourist guides should adopt different approaches to facilitate visitors with different characteristics. Briefly describe the approach to facilitate arrogant visitors.
P-R-I-D-E
P - Professionalism
Maintain a calm, respectful, and composed demeanor at all times.
R - Respect their opinions
Acknowledge their views without arguing or dismissing them.
I - Involve them subtly
Engage them in the tour by asking for their input or feedback in a non-confrontational way.
D - Defuse tension tactfully
Use humor or gentle redirection to ease any challenging interactions.
E - Emphasize group harmony
Highlight the importance of teamwork and mutual respect among all visitors.
The mnemonic “PRIDE” reminds guides to act professionally, show respect, involve the visitor, defuse tension, and emphasize harmony.
Some visitors may enjoy the tour so much that they get carried away easily. How should a tourist guide help this kind of visitors to prevent accidents?
S-T-O-P
S - Set boundaries clearly
Explain safety rules and guidelines at the beginning of the tour.
T - Track the group regularly
Keep an eye on everyone and remind them to stay with the group.
O - Offer gentle reminders
Prompt them to pay attention to their surroundings if they seem distracted.
P - Point out hazards
Highlight any potential dangers in the environment to keep them cautious.
The mnemonic “STOP” emphasizes setting boundaries,tracking, offering reminders, and pointing out hazards to ensure safety.
Some visitors are very curious and inquisitive. How should a tourist guide facilitate this type of visitor ?
A-S-K
A - Answer their questions thoroughly
Provide clear, engaging, and accurate information.
S - *Share extra insights
Offer interesting anecdotes or lesser-known facts to feed their curiosity.
K - Keep the conversation interactive
Encourage them to ask more questions and share their thoughts.
The mnemonic “ASK” reminds you to focus on answering, sharing, and keeping things interactive for inquisitive visitors.
How can a tourist guide help eliminate visitors’ uneasiness caused by cultural, language or custom differences during the tour?
C-A-L-M
C - Clarify cultural norms
Explain local customs and traditions in a friendly, non-judgmental way.
A - Adapt communication
Use simple language, gestures, or visual aids to overcome language barriers.
L - Listen empathetically
Pay attention to visitors’ concerns and address them with understanding.
M - Make them feel welcome
Offer reassurance and create a comfortable, inclusive atmosphere.
The mnemonic “CALM” emphasizes creating clarity, adapting, listening, and making visitors feel at ease.
Under the Trade Descriptions (Unfair Trade Practices) (Amendment) Ordinance 2012, six types of unscrupulous trade practices are prohibited. List any four such types.
M-I-D-S
M - Misleading Advertising
I- False information (Misrepresentation)
D - Aggressive commercial practices (Duress)
S - Bait and switch (Substitution)
The mnemonic “MIDS” helps you remember: Misleading advertising, False Information, Duress, and Substitution
