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

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 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
- Providing equitable treatment
- Demonstrating initiative when dealing with customer requests and wants
- Practicing appropriate conflict resolution when necessary

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 about 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?