Year 12 Travel and Tourism Homework Booklet

Transcription

1 Year 12 Travel and Tourism Homework Booklet Unit 4 Customer Service Spring Term 2014 Name: 1

2 Introduction: The following booklet is designed to help develop your understanding of Customer Service in the Travel and Tourism Industry, through a series of relatively simple exercises. Each task that you are set will link in to some of the work which we have completed during our class time, and you should use your understanding to complete the tasks to the best of your abilities. Please note that some tasks will be completed in the booklet, and some using ICT. The ones which are completed outside of the booklet must be printed and included in the correct place in the booklet when submitted. Contents: Tick of each activity as and when you complete it. Page Task Link to Assessment Complete 3 Situations and Effects. P1/M1 4 Products and Benefits. P2 5 Open and Closed Questions. P3/P4 6 Customer Complaint Form. P4/M2 7 Customer Complaint Letter. P4/M2 General Feedback: Signed off as complete? Y [ ] N [ ] Signed (Assessor): 2

3 Situations and Effects Consider each of the following situations and describe the effect on the customer and on the organisation. Think about what impression will be made on the customer and what the consequences of poor service will be. Situation Effect You want information about a travel booking you have made and phone the company s call centre. You go through seven automated menus before reaching a person. You are buying luggage for your holiday and ask some questions about the product. The sales assistant says she doesn t know as she is just covering someone s lunch break. You are on holiday and you twist your ankle. Your room is on the fifth floor and the lift is broken. You write a letter of complaint after your holiday and after a month there is still no reply. You are on holiday and arrive at the meeting point for a day excursion. The rep forgot to put in your booking. The coach is full. You got up early to take a 6 a.m. flight. It s delayed but you don t get any information and eventually leave at 11 a.m. You go into a travel agency to get some advice. There are four salespeople: one is serving a customer and three are chatting. You are ignored. You go into a travel agency and you are immediately greeted by a friendly assistant who invites you to sit down and discuss your plans for a holiday to Spain. You say you want to go to the Costa Dorada. After a few minutes you realise he has no idea where that is. You visit your local Tourist Information Centre to collect some information about places to visit. The displays are very untidy and some of the leaflets are on the floor. 3

4 Products and Benefits: For each product or service in the table below, turn the features into customer benefits. Product or service Feature Benefit Item of luggage Wheels and a key Aircraft seats 40" seat pitch Airport check-in Self check-in Hotel room South-facing balcony Car hire Insurance included in price Train Buffet service Hotel room Telephone and television in the bathroom at hotel 4

5 Open and Closed Questions: Turn these closed questions into open questions. Did you have a good flight? Do you want a brochure? Can I help you? Do you want to book a trip? Do you want a budget holiday? Do you like your room? 5

6 Customer Complaints: A customer complains that they saw some cockroaches in their hotel bathroom during the night. You went up to look this morning, but found nothing. Complete the complaints form. Hotel facilities complaint form Please complete this form AS SOON AS POSSIBLE following a customer complaint regarding the hotel facilities. It is essential you bring the matter to the attention of the hotel management with a note of any action to be taken. The hotel management must sign this form in acknowledgement of the complaint. Date Brief summary of complaint Customer name: Ref. no.: Reported to member of hotel management: Action to be taken with agreed timescale: Signed on behalf of the hotel: Signed staff member: Date: 6

7 Complaint Letter: Read the letter below from a customer. Mr George Henry First Shout 184 Manor Park Manchester M45 6GH 52 Strongbow Road Denton Herts HR3 45Z 15 July 2010 REF: James Dear Mr Henry, I travelled to Tobago on 27 June 2010 with my family. After a long delay, we arrived at the Sunny Resort to find that we were being moved to The Meridian due to overbooking. At The Meridian, we were given two garden view rooms instead of ocean view rooms for which we had paid a supplement. We reported this immediately and we were told we would be moved the next day when rooms became available. We were told this on two subsequent days also, but a move was not forthcoming. At this stage we gave up. We accepted the move to the hotel as we had no choice although it was an adult only hotel and therefore not suitable for our 16-year-old who would have preferred some younger company. We have no complaints about the hotel, but we are not prepared to pay a supplement specifically for ocean view rooms which we did not get. Our invoice clearly states that we have paid 70 4 ocean view rooms. The hotel has already confirmed to you that we had garden view rooms. I consider you to be in breach of contract and request that you refund the supplement of 280. I look forward to an early reply. Yours sincerely Helen James Reply to Mrs James letter stating what action will be taken, if any. Make sure your response is laid out as a formal letter and that you sign it. 7