BTEC National Diploma in Travel and Tourism
Unit Four
Customer Service in Travel and Tourism
Your Name
, Your Name
BTEC National Diploma in Travel and Tourism Level 3
Contents
Page 2-7 P1- Explain the importance of providing excellent customer service
in travel and tourism organisations.
Page 8- P2- Describe customer service provision in travel and tourism
organisations to meet the individual needs of different types of
customers.
M1- Assess how customer service provision meets specific customer
needs in travel and tourism organisations.
D1- Make recommendations for how a travel and tourism
organisation can improve its customer service provision to meet
specific customer needs.
Page P3- Describe the customer service skills required to meet customer
needs in travel and tourism contexts.
Role Play and Separate Document
P4- Demonstrate customer service skills in travel and tourism situations.
M2- Deal independently with customers in travel and tourism situations.
P5- Demonstrate selling skills in a travel and tourism situation.
M3- Demonstrate effective selling skills in a travel and tourism situation.
D2- Demonstrate good product knowledge, customer service and selling skills to provide
a consistently high standard of customer service in different situations.
P1- Explain the importance of providing excellent customer service in travel and tourism
organisations.
1
Unit Four
Customer Service in Travel and Tourism
Your Name
, Your Name
BTEC National Diploma in Travel and Tourism Level 3
Contents
Page 2-7 P1- Explain the importance of providing excellent customer service
in travel and tourism organisations.
Page 8- P2- Describe customer service provision in travel and tourism
organisations to meet the individual needs of different types of
customers.
M1- Assess how customer service provision meets specific customer
needs in travel and tourism organisations.
D1- Make recommendations for how a travel and tourism
organisation can improve its customer service provision to meet
specific customer needs.
Page P3- Describe the customer service skills required to meet customer
needs in travel and tourism contexts.
Role Play and Separate Document
P4- Demonstrate customer service skills in travel and tourism situations.
M2- Deal independently with customers in travel and tourism situations.
P5- Demonstrate selling skills in a travel and tourism situation.
M3- Demonstrate effective selling skills in a travel and tourism situation.
D2- Demonstrate good product knowledge, customer service and selling skills to provide
a consistently high standard of customer service in different situations.
P1- Explain the importance of providing excellent customer service in travel and tourism
organisations.
1
