Unit 4 – Customer Service
P3 – Describe the customer service skills required to meet customer needs in
travel and tourism contexts
Business Skills
Completion of documentation
It is very important that documentation is done and stored correctly. Travel agents will
have to store tickets and organise and file them correctly which is an important part of
customer service. Travel agents also have to fill out forms. An example of a form is an
enquiry form. They will have to fill one out and provide customer information such as
dates of travel, number of adults and children, preferred resorts, preferred departure
airport and length of stay. It’s not just forms which they have to fill in they also have to
take payments, book excursions and deal with complaints.
Use of IT
Travel agents will have to use emails when emailing either tour operators,
accommodation providers, transport providers or customers. Emails can be
misinterpreted so you have to be extra careful on how you say things. They must be
formal and professional with no slang. When writing an email it is polite to address a
lady as Ms, if you are not sure on their marital status. Travel agents also have to use CRS
(Computer Reservations System). This is what travel agents use to check availability of
holidays and book. They need to ensure that they know how to use CRS and that they
check they have imputed things correctly.
Business Standards
Selling Skills
Building Rapport
When making a sale a very important thing is to build a rapport. Building a rapport
means to build a relationship. It is important that a travel agent makes a customer feel
relaxed and under no pressure when booking a holiday. They also have to be able to
trust that the travel agent will find the right product to suit their needs. Your body
language, tone of voice and body language will determine how much of a rapport you
build. Also good first impressions such as smiling and making your customer feel warm
and welcome, offering them a seat, and your appearance will contribute to building a
good rapport.
P3 – Describe the customer service skills required to meet customer needs in
travel and tourism contexts
Business Skills
Completion of documentation
It is very important that documentation is done and stored correctly. Travel agents will
have to store tickets and organise and file them correctly which is an important part of
customer service. Travel agents also have to fill out forms. An example of a form is an
enquiry form. They will have to fill one out and provide customer information such as
dates of travel, number of adults and children, preferred resorts, preferred departure
airport and length of stay. It’s not just forms which they have to fill in they also have to
take payments, book excursions and deal with complaints.
Use of IT
Travel agents will have to use emails when emailing either tour operators,
accommodation providers, transport providers or customers. Emails can be
misinterpreted so you have to be extra careful on how you say things. They must be
formal and professional with no slang. When writing an email it is polite to address a
lady as Ms, if you are not sure on their marital status. Travel agents also have to use CRS
(Computer Reservations System). This is what travel agents use to check availability of
holidays and book. They need to ensure that they know how to use CRS and that they
check they have imputed things correctly.
Business Standards
Selling Skills
Building Rapport
When making a sale a very important thing is to build a rapport. Building a rapport
means to build a relationship. It is important that a travel agent makes a customer feel
relaxed and under no pressure when booking a holiday. They also have to be able to
trust that the travel agent will find the right product to suit their needs. Your body
language, tone of voice and body language will determine how much of a rapport you
build. Also good first impressions such as smiling and making your customer feel warm
and welcome, offering them a seat, and your appearance will contribute to building a
good rapport.
