# CTE Resource Center - Verso - Opportunities in Hospitality and Tourism Task 1445251599

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Explain the importance of customer follow-up.

Definition

Explanation should include the role of customer follow-up in customer service, along with a description of basic follow-up techniques such as telephone calls, letters and postcards, e-mails, gifts, or coupons.

Explanation of customer loyalty and retention techniques should include reward programs, surveys, birthday wishes, sales notices, gifts, coupons, and invitations to special events.

Process/Skill Questions

  • Why is it important to develop relationships with customers?
  • What are some techniques used to follow-up with hospitality and tourism customers?
  • Why might some techniques work better than others for particular target audiences in hospitality and tourism?
  • How can social media and current technology contribute to effective follow-up?
  • How can front-line employees provide immediate customer follow-up?
  • What additional information might be obtained from customer follow-up besides satisfaction?

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.

 

Understand operation's role and function in business to value its contribution to a company.

 

Write internal and external business correspondence to convey and obtain information effectively.

 

National MBAResearch Standards-Marketing

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.