Customer Service in Tourism

Define the term customer.

Distinguish between internal and external communication methods as used in a tour office.

Identify TWO contingency measures that customer service personnel in a tour office can prepare before undertaking a tour.

Outline FOUR categories of organization publics that customer service personnel should be aware of in a tour office.

Define the term risk assessment as used in tourism customer service.

Highlight THREE ways that can be used to improve communication between departments in a tour firm.

When a customer service officer is handling tour and travel contingencies, list FOUR resources the officer will require.

You have been appointed as a customer service officer in a tour firm. State FOUR ways in which you will communicate internally with the customers.

A Crisis usually happens in any organization and tour firms are not exceptional. List THREE most important components of a tourism crisis management plan.

Name THREE types of communication style a tour manager should utilize when performing their duties.