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WorksheetsCustomer Service In Travel and Tourism
Total questions: 15
Worksheet time: 8mins
Why do internal customers (staff) need to wear a uniform?
They don't normally so they feel more comfortable in the workplace.
So people can see who to approach with a question.
So people can see who to approach with a question and to make the organisation look professional.
Why is it important to have an online booking system?
To show the prices so people can compare it to other similar organisations.
To make it easy to buy tickets and show people the cost of going.
It is definitely not important.
Why is it important that they show opening times?
So the internal customers (staff) know when to get there.
So people know what times they can get there for to avoid disappointment.
Its just the done thing in every organisation.
Why is it important an organisation has a website?
To give detailed information to people before they travel to their chose organisation or attraction.
To give an address of where people are to go.
It depends on the organisation.
How should they respond to a customer complaint?
Slowly and well thought through admitting no blame.
Quickly, apologizing and offering a solution.
Refer it on to someone else.
Who are memberships aimed at?
Internal customers (staff)
New customers
Returning customers
When looking at pricing, who are classed as concessions?
Families
Elderly, children under an age, students, disabled people and their carers.
Elderly and students.
As of 2021 there will be no concession pricing.
Why is nearby transport links like train, bus and roads useful?
It makes it easy to get to by more than one way.
It makes no difference as most people travel by car.
It isn't useful unless you are going to travel by train and bus.
What is profit?
A financial loss where the amount made is greater than than the amount spent.
A financial gain, especially the comparing the amount made minus the amount spent.
Another word for money invested in an organisation.
Why are special events important?
They keep people interested in going back to the attraction or organisation.
They are for internal customers (staff) information only.
It mainly attracts new customers.
What type of organisation is a museum?
Public
Private
Voluntary
What type of organisation is Alton Towers part of Merlin Entertainment?
Public
Private
Voluntary
How do they keep internal customers (staff) safe?
They don't.
They give them training in health and safety.
They give health and safety training and have working fire alarms.
What type of customer has the unstated need to sit together during a visit to an organisation or attraction?
Single person.
Elderly couple, family or school group.
A disabled person.
Why is accurate information important?
To give people the right information so that they are not disappointed when they visit the attraction or organisation.
To give people the right information so that they are not disappointed when they visit the attraction or organisation. Also, so they get to the correct place.
To give people more options.
