Module 4 - Customer Service Skills

Question 1

A tourist guide should be a good listener to understand visitors’ needs. List four listening skills that could be used when handling visitors’ enquiries.

Answer 1

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

Question 2

Travellers can be classified into about ten types in terms of their personal characteristics. List any five types.

“All Cool Lions Enjoy Fun”

Answer 2

1. Adventure Travelers
2. Cultural Travelers
3. Luxury Travelers
4. Eco-conscious Travelers
5. Family Travelers

Question 3

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.

Answer 3

P - Professionalism by maintaining a calm, respectful, and composed demeanor at all times.
R - Respect their views and opinions without arguing or dismissing them.
I - Involve them subtly by asking for their input or feedback in a non-confrontational way.
D - Defuse tension tactfully by using humor or gentle redirection
E - Emphasize group harmony

Okay, you are annoyed with Delphine:
1. Stay calm
2. Acknowledge her views
3. Engage her in the tour
4. Defuse tension by talking about her
5. Emphasize the group harmony.

Question 4

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.

Answer 4

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.

Question 5

Some visitors are very curious and inquisitive. How should a tourist guide facilitate this type of visitor ?

A.S.K

Answer 5

1. A - Answer their questions thoroughly
   Provide clear, engaging, and accurate information.
2. S - Share extra insights
   Offer interesting anecdotes or lesser-known facts to feed their curiosity.
3. K - Keep the conversation interactive
   Encourage them to ask more questions and share their thoughts.

Question 6

How can a tourist guide help eliminate visitors’ uneasiness caused by cultural, language or custom differences during the tour?

C.A.L.M.

Answer 6

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
Acknowledge the visitor’s feelings and offer reassurance.

M - Make them feel welcome
Create a comfortable, inclusive atmosphere.

The mnemonic “CALM” emphasizes creating clarity, adapting, listening, and making visitors feel at ease.

Question 7

Under the Trade Descriptions (Unfair Trade Practices) (Amendment) Ordinance 2012, six types of unscrupulous trade practices are prohibited. List any four such types.

Answer 7

1. Bait Advertising
2. Misleading omissions
3. Aggressive commercial practices
4. Bait and switch

Example:

A tourist sees an online ad for a luxury hotel offering an exclusive “all-inclusive” package at a low price, which is an example of bait advertising. The ad omits key details, such as additional hidden fees for amenities. When they book, the company aggressively pressures them to pay extra for “mandatory” services. Upon arrival, the hotel does not match the description, and the “luxury” rooms are unavailable. Instead, the tourists are offered inferior rooms for a higher price, a classic case of bait and switch.