OBSERVATION RECORD
Your Name
Student name:
Qualification: Level 3 120 Credit Diploma Travel and Tourism
Unit number & title: Unit 4 Customer service
Description of activity undertaken
Individual activity. The role plays required the student to demonstrate their customer service skills in a
variety of situations. The first situation was to reply to a client complaint letter formally. This was done
in controlled assessment conditions, individually. The student had designed their own retail travel
agency in order to make this a realistic task. The letterhead was used, and response given formally
after reading the complaint from the client. Reply to complaint attached
The second situation was offering the client information and health by phone. The client phoned prior to
finalising their booking to check details and discuss assistance requirements for the holiday. The
situation was by phone (transcript attached). The student had to gain the information for the
destination, assess the client’s requirements and to overcome the problem with the airport and aircraft
assistance.
The final situation was a role play to sell a holiday to a client. This required the student to provide the
information, make a sale and overcome an objection during the role play. The situation was verbal face
to face and consisted of a client asking for a package holiday with flight and accommodation. The
student offered flight and journey information as well as finalising the sale and using product
knowledge.
Assessment criteria targeted
P4 Demonstrate customer service in travel and tourism situations X
M2 Deal independently with customers in travel and tourism situations X
P5 Demonstrate selling skills in a travel and tourism situation X
M3 Demonstrate effective selling skills in a travel and tourism situation X
D2 Demonstrate good product knowledge, customer service and selling skills to provide a X
consistently high standard of customer service in different situations
How the activity covers the requirements of the assessment criteria (this does not confirm
achievement of assessment criteria or confer an assessment decision)
Complaint reply:
YOUR NAME successfully crafted a reply to a complaint that was given. She was professional
throughout the response and did not include unrealistic solutions to the problem.
The layout was professional including the letter head and company logo. She included the date,
reference number and addressed the client professionally. She identified that the company did not
meet the clients expectations and apologised for the inconvenience- without taking the blame. She
gave the client a deadline to ensure that they can expect a reply and the client is aware that their
complaint is being looked into.
She outlined the solution to the problem and the monies that the client would be owed- demonstrating
excellent customer service. Moreover, she was able to ensure that the client would return to the
company by providing them with a deadline discount- demonstrating excellent subliminal selling skills.
YOUR NAME was able to independently identify which part of the complaint she would not be able to
deal with and highlighted to the client who they would have to contact.
Your Name
Student name:
Qualification: Level 3 120 Credit Diploma Travel and Tourism
Unit number & title: Unit 4 Customer service
Description of activity undertaken
Individual activity. The role plays required the student to demonstrate their customer service skills in a
variety of situations. The first situation was to reply to a client complaint letter formally. This was done
in controlled assessment conditions, individually. The student had designed their own retail travel
agency in order to make this a realistic task. The letterhead was used, and response given formally
after reading the complaint from the client. Reply to complaint attached
The second situation was offering the client information and health by phone. The client phoned prior to
finalising their booking to check details and discuss assistance requirements for the holiday. The
situation was by phone (transcript attached). The student had to gain the information for the
destination, assess the client’s requirements and to overcome the problem with the airport and aircraft
assistance.
The final situation was a role play to sell a holiday to a client. This required the student to provide the
information, make a sale and overcome an objection during the role play. The situation was verbal face
to face and consisted of a client asking for a package holiday with flight and accommodation. The
student offered flight and journey information as well as finalising the sale and using product
knowledge.
Assessment criteria targeted
P4 Demonstrate customer service in travel and tourism situations X
M2 Deal independently with customers in travel and tourism situations X
P5 Demonstrate selling skills in a travel and tourism situation X
M3 Demonstrate effective selling skills in a travel and tourism situation X
D2 Demonstrate good product knowledge, customer service and selling skills to provide a X
consistently high standard of customer service in different situations
How the activity covers the requirements of the assessment criteria (this does not confirm
achievement of assessment criteria or confer an assessment decision)
Complaint reply:
YOUR NAME successfully crafted a reply to a complaint that was given. She was professional
throughout the response and did not include unrealistic solutions to the problem.
The layout was professional including the letter head and company logo. She included the date,
reference number and addressed the client professionally. She identified that the company did not
meet the clients expectations and apologised for the inconvenience- without taking the blame. She
gave the client a deadline to ensure that they can expect a reply and the client is aware that their
complaint is being looked into.
She outlined the solution to the problem and the monies that the client would be owed- demonstrating
excellent customer service. Moreover, she was able to ensure that the client would return to the
company by providing them with a deadline discount- demonstrating excellent subliminal selling skills.
YOUR NAME was able to independently identify which part of the complaint she would not be able to
deal with and highlighted to the client who they would have to contact.
