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, and avoid distractions while listening without interrupting.
2. Clarifying: Ask follow-up questions or rephrase the inquiry to confirm understanding.
3. Paraphrasing: Restate the visitor’s concern in your own words to ensure clarity.
4. Empathetic Listening: Acknowledge the visitor’s feelings and offer reassurance.

Question 2

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

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.

Answer 3

1. Stay Calm and Professional: Remain composed and polite, avoiding negative reactions.
2. Acknowledge Their Opinions: Listen to their concerns and show you value their input.
3. Set Boundaries: Firmly and politely enforce rules and the itinerary.
4. Use Positive Reinforcement: Redirect negativity by highlighting the tour’s positive aspects.
5. Provide Value: Showcase your expertise to emphasize the tour’s merits over personal issues.

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?

Answer 4

1. Set Clear Boundaries: At the start of the tour, explain safety rules and the importance of staying together.
2. Monitor Behavior: Monitor the group, especially enthusiastic visitors, and remind them to stay aware of their surroundings.
3. Provide Reminders: Offer gentle reminders throughout the tour to stay cautious and follow the designated paths.
4. Lead by Example: Move steadily, watch for hazards, and encourage safe behaviour.
5. Offer Assistance: Step in if necessary to safely guide overly excited visitors back to the group.

Question 5

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

Answer 5

1. Encourage Questions
2. Provide Detailed Answers
3. Keep the Group on Track
4. Offer Additional Resources
5. Foster Group Interaction

Question 6

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

Answer 6

1. Provide Information on cultural norms, local customs, and language differences beforehand
2. Use Simple Language and speak clearly to overcome language barriers
3. Encourage Open-mindedness
4. Be Patient: Offer guidance and show understanding when visitors make mistakes due to unfamiliar customs.
5. Lead by Example: Demonstrate respect for local culture and traditions to set a positive example for the group.

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. False Trade Descriptions
2. Misleading Advertising
3. Bait Advertising
4. Aggressive Commercial Practices