Importance of Customer Service

What would be some responsibilities of a Travel Agent?

• Book Hotels

• Drive a taxi

• Book a flight

• Create a trip itinerary

• Eat with clients

A key benefit from offering good customer service is ............

• Lower costs

• Repeat business

• Reduced tax

• less customers

Airplane travel has nothing to do with Hospitality & Tourism.

• True

• False

What is virtual customer service?

• Any interaction where the customer and employee are not face-to-face (email, phone, text message, online).

• Any interaction where the customer and employee are face-to-face.

A ___________ Manager assist hotel guests with their needs from the time they check in to the time they check out.

• Driving

• Restaurant

• Guest Services

What is the definition of customer service?

• The advice given between employees to help customers.

• The assistance provided by a company to people who buy or use its products or services

• The assistance provided by a sales rep on the sales floor.

• The advice provided by a customer service rep over the phone.

To listen completely to a customer, you should focus on what the customer is saying and not what you plan to say in response.

• True

• False

You should care about customer service, as an employee, because poor customer service translates to lost money .

• True

• False

What do customers typically notice during virtual interactions?

• A. Appearance

• B. Word Choice

• C. Tone

• Both B and C

Travel and Tourism deal with the movement of people between locations for any reason, such as business, leisure, or personal reasons.

• True

• False