Day in the life of a retail travel agent/Activities/Customer service 1
Objective
Unit standard 23758 - V1, Level 3, Credit 4 -Demonstrate knowledge of communication and customer service theory in a tourism workplace. Element 2 (PC 2.3, 2.4, 2.5)
Activity
Identify elements of customer service
Task 1
Identify three examples of good customer service
Scenario One
You have just started work at Dunedin Travel Corporation and this is your first day. A walk-in customer asks at reception if they could book a return flight to Napier. The client is referred to you...
Travel Agent: You greet the client, introduce yourself and ask them to take a seat.
Travel Agent: Now I understand you would like to book a flight to Napier. Maybe you would like to tell me a little about your planned trip, which of course would assist me in ensuring all your requirements are met. Is there any particular date you would like to travel?
Client: Well I was thinking about going in a fortnight's time.
Travel Agent: That would be the week of March 15. Did you have a particular day and time in mind? I see there are only two flights per day which will take you through to Napier.
Client: Tuesday please and I would prefer it was earlier rather than later.
Travel Agent: Do you belong to an airpoints programme? You don't - okay. How does the 10am flight from Dunedin with your connecting flight at 2pm to Napier, sound. You will arrive at 3.30pm. Do you have any particular seat requirements?
Client: I always like to sit next to the aisle. The flight times sound wonderful.
Task 2
Now identify three examples of bad customer service in the following scenario:
Scenario Two
A telephone conversation:
Client: I am attending a conference in Napier next month and when it is finished I am planning to travel to India. Can you tell me what vaccinations I require and what type of currency I should take.
Travel Agent: Did you make any of your bookings with us? No, just from the internet. Well maybe if you ask these questions on google you may get an answer.
Client: So you can't help me.
Travel Agent: We are really busy at the moment and I can't really help you.
Client: Could I try again later when you are not so busy?
Travel Agent: Sorry....I am sure you will find the answers on the internet.
Task 3
Identify and explain an impact of poor customer service for this business. (PC 2.5)
Supporting Resources
- course notes
