Tom Eaton P3 Unit 4 Rachel
Describe the customer service skills required to meet customer needs in travel and tourism
contexts
Communication skills
3 Main forms of communication
The three main forms of communication with customers are: Verbal, written and Non-verbal
communication. Verbal communication is when someone is talking directly to someone else or a group
of people, written communication is when someone is getting their information off a report or letter;
anything that is in the form of text and non-verbal communication is communicating through hand
gestures.
Verbal communication and non-verbal communication
Verbal communication is where you are sharing information with a group of people or with individuals.
Examples where verbal communication is primarily used is in meetings. In meetings someone may be
broadcasting an idea to a group of people. The person who is broadcasting would be verbal to the entire
group and this is how the information would be reached between everyone.
Non-Verbal Communication is where your aren’t verbally talking to anyone yet you are still
communicating through the likes of hand gestures, facial expressions, body language and the tone of
your voice. Examples where non-verbal communication would be recognised is
How do BPB and Murat Apart Hotel communicate with their customers?
Pleasure Beach Blackpool communicates with their customers in a variety of different ways; some of the
ways that Pleasure Beach Blackpool would communicate with their customers is through social media,
text messages and through sending letters.
The staff at Pleasure Beach Blackpool would be able to talk to their customers through social media.
Social Media is a collection of online communications such as microblogging, social networking, social
bookmarking and wikis.
As of October 2016, the social media network with the highest monthly active users is Facebook with
having over 1.5 billion monthly active users worldwide, 31 million of the 1.5 billion monthly active users
are from the UK (United Kingdom), and over 60% of the worldwide population has a Facebook
account. The age range for the active monthly users is between 25-34 years old. The younger
population of people aged between 13-17 are using apps that are much more private messaging apps
such as WhatsApp, WeChat, Facebook Messenger and Viber, there are still over 2.5 million people
aged between 13-18 who use Facebook.
At the Murat Apart Hotel they would be able to communicate with their customers in a variety of
different ways such as social media like Facebook and they would also be able to contact their
customers through email. The staff at the Murat Apart Hotel would be able to contact their customers
through email as when a customer decides to book a hotel room at their hotel they would send an email
Describe the customer service skills required to meet customer needs in travel and tourism
contexts
Communication skills
3 Main forms of communication
The three main forms of communication with customers are: Verbal, written and Non-verbal
communication. Verbal communication is when someone is talking directly to someone else or a group
of people, written communication is when someone is getting their information off a report or letter;
anything that is in the form of text and non-verbal communication is communicating through hand
gestures.
Verbal communication and non-verbal communication
Verbal communication is where you are sharing information with a group of people or with individuals.
Examples where verbal communication is primarily used is in meetings. In meetings someone may be
broadcasting an idea to a group of people. The person who is broadcasting would be verbal to the entire
group and this is how the information would be reached between everyone.
Non-Verbal Communication is where your aren’t verbally talking to anyone yet you are still
communicating through the likes of hand gestures, facial expressions, body language and the tone of
your voice. Examples where non-verbal communication would be recognised is
How do BPB and Murat Apart Hotel communicate with their customers?
Pleasure Beach Blackpool communicates with their customers in a variety of different ways; some of the
ways that Pleasure Beach Blackpool would communicate with their customers is through social media,
text messages and through sending letters.
The staff at Pleasure Beach Blackpool would be able to talk to their customers through social media.
Social Media is a collection of online communications such as microblogging, social networking, social
bookmarking and wikis.
As of October 2016, the social media network with the highest monthly active users is Facebook with
having over 1.5 billion monthly active users worldwide, 31 million of the 1.5 billion monthly active users
are from the UK (United Kingdom), and over 60% of the worldwide population has a Facebook
account. The age range for the active monthly users is between 25-34 years old. The younger
population of people aged between 13-17 are using apps that are much more private messaging apps
such as WhatsApp, WeChat, Facebook Messenger and Viber, there are still over 2.5 million people
aged between 13-18 who use Facebook.
At the Murat Apart Hotel they would be able to communicate with their customers in a variety of
different ways such as social media like Facebook and they would also be able to contact their
customers through email. The staff at the Murat Apart Hotel would be able to contact their customers
through email as when a customer decides to book a hotel room at their hotel they would send an email
