What is Customer Service ?

• Customer service means helping customers before, during, and after they buy something. It’s about making sure they have a good and easy experience.

• Customer service

  means helping friends and family with travel

• Customer service means helping elderly and in need of help only

• Customer service

  means helping customers only when they need help

How Long Do You Think It Takes For People To Form A First Impression?

• 10 seconds

• 12 seconds

• 15 seconds

• 7 seconds

Good First Impressions involves

• Friendly Staff

  Polite, helpful, and enthusiastic employees

  Prompt and efficient service

  Employees who make eye contact and smile

• Friendly Staff helping Only when it needed

• Friendly Staff dressed cool

• Friendly Staff who cant make eye contact

Which of the following can create a positive first impression for customers visiting a travel agency or tourism business?

• Friendly greeting on arrival

• Clean and well-presented premises

• Long waiting times before being served

• Staff wearing professional uniforms

• Clear and attractive signage

Which of these are internal factors that can impact the success of a tourism business?

• Staff training and skills

• Local economic conditions

• Quality of facilities and equipment

• Changes in government regulations

Good customer service in the travel and tourism industry often includes:

• Listening carefully to customer needs

• Providing accurate and up-to-date information

• Ignoring complaints to avoid confrontation

• Offering solutions when problems occur

A customer approaches a travel agency for the first time. Which of these would create a positive first impression?

• Staff greet the customer with a smile

• The office is clean, organised, and well-lit

• Staff are on their phones and ignore the customer

• Promotional material is outdated and dusty

You are entering a theme park and see a very long queue. What might be the negative first impressions a customer could form?

• Poor organisation

• High demand could mean it’s a good park

• Staff shortages

• Inefficient ticketing system

Which of these are external factors that can affect tourism?

• Weather

• Natural disasters

• Staff training

• Political events

Which of these are examples of good customer service?

• Saying “hello” when a customer arrives

• Ignoring customer questions

• Giving correct information

• Helping when there is a problem