Unit 4: Customer service skills in travel and
tourism
Service skills Description Examples
Communication skills Communication is the Face to face
ability to convey In Wicksteed park if you
information to another are in a vehicle the frst
efectively an翶 people you meet are the
efciently. parking ticket staf. They
Face to face are always friendly and
When using face to face have a positive attitude
communication the which creates a good frst
employee must look impression. They also
approachable and have a have over all good
friendly facial expression. communication skills to
It is also good for the sell the correct tickets
employee to make eye depending on how long
contact as this shows your planning to stay this
that they are taking reduces
interest in the customer. misunderstanding
Telephone between the seller and
When communicating customer.
over the telephone the Telephone
employee must ensure When you phone
that they are speaking Wicksteed park to ask
loud and clearly and it about any enquiries etc.
would be best to begin they always speak clearly
with introducing and are easy to
themselves and their understand, they also
company to the always end up helping
customer. you with whatever you
Efective Listening called up for which is
When listening to a good as it creates a good
customer it is vital to reputation for the
make eye contact as this company and creates a
shows them that you’re good relationship
interested. between the customer
Questioning and employee.
Close翶 questions – Non-verbal
Usually answered with communication
either a single word or a When you visit Wicksteed
short phrase such as yes park all the staf always
or no. Using closed look approachable, this is
questions can be useful done by having good
as they; give you facts, body posture and a
are easy to answer, are positive facial
quick to answer and keep expression. This instantly
control of the makes the customer feel
conversation with the happy as it is clear the
questioner. They are employees are enjoying
tourism
Service skills Description Examples
Communication skills Communication is the Face to face
ability to convey In Wicksteed park if you
information to another are in a vehicle the frst
efectively an翶 people you meet are the
efciently. parking ticket staf. They
Face to face are always friendly and
When using face to face have a positive attitude
communication the which creates a good frst
employee must look impression. They also
approachable and have a have over all good
friendly facial expression. communication skills to
It is also good for the sell the correct tickets
employee to make eye depending on how long
contact as this shows your planning to stay this
that they are taking reduces
interest in the customer. misunderstanding
Telephone between the seller and
When communicating customer.
over the telephone the Telephone
employee must ensure When you phone
that they are speaking Wicksteed park to ask
loud and clearly and it about any enquiries etc.
would be best to begin they always speak clearly
with introducing and are easy to
themselves and their understand, they also
company to the always end up helping
customer. you with whatever you
Efective Listening called up for which is
When listening to a good as it creates a good
customer it is vital to reputation for the
make eye contact as this company and creates a
shows them that you’re good relationship
interested. between the customer
Questioning and employee.
Close翶 questions – Non-verbal
Usually answered with communication
either a single word or a When you visit Wicksteed
short phrase such as yes park all the staf always
or no. Using closed look approachable, this is
questions can be useful done by having good
as they; give you facts, body posture and a
are easy to answer, are positive facial
quick to answer and keep expression. This instantly
control of the makes the customer feel
conversation with the happy as it is clear the
questioner. They are employees are enjoying
