Title: Determine the dimension of customer service.
Course: Travel and Tourism Marketing (16151) > Section: Providing Customer Service and Sales in Travel and Tourism

Determination of dimensions should incorporate the following:

- Company policy (e.g., vision, mission statements)
- Employee handbooks
- Employee training
- Customer needs and expectations
- Financial policies
- Amenities
- Promotional items
- Employee empowerment
- The importance of exceeding customer expectations
- Inclusive practices

Process/Skill Questions:

- What are some customer service policies that exist in the travel and tourism industry?
- How does exceeding customer expectations create a positive memory?
- How are all positions at a lodging dependent on one another when it comes to providing customer service?
- How do amenities create patronage?
- What are some techniques for handling customer complaints?
- How is customer satisfaction a requisite for customer loyalty?
- How does a company motivate its employees to prioritize customer satisfaction?
- What incentives should a company offer its employees to ensure they take ownership of a positive customer experiences?