Explanation should include the importance of the following:

• Creating a positive first impression
• Demonstrating politeness, willingness to listen, and consistency of service
• Providing equitable treatment
• Establishing quality service so customers do not have to ask for anything
• Treating the customer as they would want to be treated
• Keeping in mind the value of memories to a customer
• Demonstrating initiative when dealing with customer requests and wants
• Practicing appropriate conflict resolution when necessary
• Going beyond customer expectations

Process/Skill Questions:

• Why are communication skills important for customer service?
• Why are nonverbal communication skills equally as important as verbal communication skills when dealing with customers?
• What is professional etiquette? Why is it important in the travel and tourism industry?
• What resources could be used to learn appropriate international greetings?
• How can preparation efforts by professionals prevent unpleasant interaction with customers?
• What is the most common reason customers do not return to a business?
• What constitutes a customer-focused employee?
• Why are first impressions important for the brand and repeat business?