# CTE Resource Center - Verso - Opportunities in Hospitality and Tourism Task 1445251597

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Explain customer service.

Definition

Explanation should include the importance of the following:
  • Going beyond customer expectations
  • Treating the customer as you would want to be treated
  • Demonstrating politeness, willingness to listen, and consistency of service
  • Demonstrating the appropriate greetings for various professional situations
  • Keeping in mind the value of memories to a customer
  • Establishing quality service so customers do not have to ask for anything

Process/Skill Questions

  • Why are communication skills important for customer service in the hospitality and tourism industry?
  • What is professional etiquette? Why is it important in the hospitality and tourism industry?
  • What resources could be used to learn about appropriate international greetings?
  • What are some situations in the hospitality and tourism industry in which a customer needs empathy?
  • How might a hospitality and tourism representative go about empathizing with a customer in these situations?
  • How can preparation efforts by professionals, both on the front line and in the back of the house, help to avoid tough scenarios with customers?
  • What is the most common reason customers do not return to a business?
  • What constitutes a customer-focused employee?

Related Standards of Learning

English

10.5

The student will read, interpret, analyze, and evaluate nonfiction texts.
  1. Analyze text features and organizational patterns to evaluate the meaning of texts.
  2. Recognize an author’s intended audience and purpose for writing.
  3. Skim materials to develop an overview and locate information.
  4. Compare and contrast informational texts for intent and content.
  5. Interpret and use data and information in maps, charts, graphs, timelines, tables, and diagrams.
  6. Draw conclusions and make inferences on explicit and implied information using textual support as evidence.
  7. Analyze and synthesize information in order to solve problems, answer questions, and generate new knowledge.
  8. Analyze ideas within and between selections providing textual evidence.
  9. Summarize, paraphrase, and synthesize ideas, while maintaining meaning and a logical sequence of events, within and between texts.
  10. Use reading strategies throughout the reading process to monitor comprehension.

11.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts including employment documents and technical writing.
  1. Apply information from texts to clarify understanding of concepts.
  2. Read and correctly interpret an application for employment, workplace documents, or an application for college admission.
  3. Analyze technical writing for clarity.
  4. Paraphrase and synthesize ideas within and between texts.
  5. Draw conclusions and make inferences on explicit and implied information using textual support.
  6. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  7. Analyze false premises, claims, counterclaims, and other evidence in persuasive writing.
  8. Recognize and analyze use of ambiguity, contradiction, paradox, irony, sarcasm, overstatement, and understatement in text.
  9. Generate and respond logically to literal, inferential, evaluative, synthesizing, and critical thinking questions about the text(s).

12.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts.
  1. Use critical thinking to generate and respond logically to literal, inferential, and evaluative questions about the text(s).
  2. Identify and synthesize resources to make decisions, complete tasks, and solve specific problems.
  3. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  4. Recognize and analyze use of ambiguity, contradiction, paradox, irony, overstatement, and understatement in text.
  5. Analyze false premises claims, counterclaims, and other evidence in persuasive writing.

Other Related Standards

National MBAResearch Standards-Business Administration

Apply verbal skills to obtain and convey information.

 

Exhibit techniques to manage emotional reactions to people and situations.

 

Identify with others' feelings, needs, and concerns to enhance interpersonal relations.

 

Understand the nature of business to show its contributions to society.

 

National MBAResearch Standards-Marketing

Acquire a foundational knowledge of selling to understand its nature and scope.

 

Acquire product knowledge to communicate product benefits and to ensure appropriateness of product for the customer.

 

Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.