Customer service Travel and tourism industry
Customer Service
Industry Define
Importance Impact

 

A sector of the economy that includes businesses that provide various forms of travel and tourism services, such as transportation, lodging, and activities. The support and assistance provided by a business to its customers before, during, and after a purchase, including services such as reservations, complaints, and inquiries.
An act or performance offered by a business to its customers, often intended to fulfill a need or desire. An individual or entity that purchases goods or services from a business, often in exchange for payment.
To explain or describe the meaning or nature of something, often by providing a clear and concise definition. A collection of businesses or organizations that produce or provide a particular type of goods or services.
The effect or influence of something on a particular person, group, or situation, often with respect to its broader effects on society or the environment. The significance or value of something, often in relation to its effect or influence on other things.

 

Good customer service Business success
Reservation Complaint
Customer service Tourism industry
Guest satisfaction Interpersonal skills

 

The achievement of desired results or outcomes by a business, often measured by financial performance, customer satisfaction, or other metrics. The provision of high-quality, effective, and efficient customer support and assistance that exceeds customers' expectations and needs.
An expression of dissatisfaction or criticism by a customer regarding a product or service, often related to issues such as quality, cost, or customer service. The act of reserving or securing a particular service or item in advance, often to ensure availability or to obtain a preferred option.
The sector of the economy that provides services related to travel and tourism. The assistance and support provided by a business to its customers before, during, and after a purchase or service is completed.
The ability to communicate effectively and build relationships with others. The degree of contentment achieved by a customer after using a product or service.

 

Service standards Product knowledge
Feedback Complaint handling
Customer loyalty Empathy
Communication Cultural sensitivity

 

The understanding of the features, benefits, and attributes of a product or service. The expectations and requirements set by a business for the quality of service provided to customers.
The processes and procedures in place to effectively manage and resolve customer complaints. Information about the performance of a product, service, or business provided by customers.
The ability to understand and share the feelings of others. The commitment of a customer to a brand or business based on positive experiences, satisfaction, and trust.
The awareness and understanding of different cultures and customs, and the ability to effectively interact with individuals from diverse backgrounds. The exchange of information and ideas between individuals or groups.

 

Customer Domestic customer
International customer Business customer
Leisure customer Senior customer
Family customer Group customer

 

A customer who travels within their own country. A person who buys goods or services from a tour operator, travel agent, or other tourism businesses.
A customer who travels for business purposes (e.g. attending meetings, conferences, or exhibitions). A customer who travels to a country other than their own.
A customer who is of retirement age (typically 60+ years old). A customer who travels for leisure purposes (e.g. holiday, vacation, or visiting friends and relatives).
A customer who travels as part of a group (e.g. with friends, colleagues, or a tour group). A customer who travels with their family (e.g. with children or elderly relatives).

 

Millennial customer Generation X customer
Baby boomer customer Communication
Customer service Travel and tourism
Hospitality Communication

 

A customer who was born between the mid-1960s and the mid-1980s and is therefore between 38 and 53 years old in 2018. A customer who was born between 1981 and 1996 and is therefore between 22 and 37 years old in 2018.
The process of exchanging information, ideas, or feelings between people. A customer who was born between 1946 and 1964 and is therefore between 54 and 72 years old in 2018.
The industry that provides services related to traveling such as transportation, accommodation, and sightseeing tours. The assistance and support provided by businesses to their customers in the travel and tourism industry.
The exchange of information between customers and employees of travel and tourism businesses. The act of providing a warm and welcoming environment to guests and visitors.

 

Satisfaction Feedback
Complaint Culture
Expectations Service recovery
Personalization Empathy

 

The opinions and suggestions given by customers to businesses to help improve their services. The level of contentment and happiness experienced by customers when their expectations are met or exceeded.
The beliefs, customs, and values shared by a group of people, which can affect their behavior and expectations when traveling. An expression of discontent or dissatisfaction by a customer about the services received from a travel and tourism business.
The process of addressing and resolving customer complaints and issues to improve their overall satisfaction. The desires and requirements that customers have when choosing and experiencing travel and tourism services.
The ability to understand and relate to the feelings and experiences of customers to provide better customer service. The act of customizing and tailoring services to meet the specific needs and preferences of individual customers.

 

Effective Communication Customer Service
Barriers Feedback
Active Listening Nonverbal Communication
Written Communication Respectful Communication

 

The assistance and advice provided by a company to those people who buy or use its products or services. The ability to clearly convey information and ideas in a way that is easily understood by others.
Information about reactions to a product, a person's performance of a task, etc., used as a basis for improvement. Anything that hinders or prevents effective communication from taking place, such as language barriers, noise, or distractions.
The use of body language, facial expressions, eye contact, and other non-linguistic cues to convey messages. The act of paying close attention to what someone is saying and responding appropriately in order to build mutual understanding.
The act of communicating with others in a polite, professional, and courteous manner, regardless of the circumstances. The use of written language, such as emails, memos, or letters, to communicate effectively in a business setting.

 

Clarity Empathy
Body Language Open-Ended Questions
communication importance
verbal communication non-verbal communication

 

The ability to understand and share the feelings of another person. The quality of being clear, easy to understand, and free from confusion or ambiguity.
Questions that cannot be answered with a simple 'yes' or 'no' and encourage the respondent to provide more detailed information. The use of physical movements, gestures, and postures to convey meaning and emotion.
The value or significance of something, which in this case refers to the significance of communication in the travel and tourism industry. The exchange of information and ideas between individuals or groups through the use of words or symbols.
The use of body language, facial expressions, and other forms of non-verbal cues to communicate a message or idea. The use of spoken language or words to convey a message or idea.

 

advantages disadvantages
face-to-face communication written communication
visual communication technology
social media mobile devices

 

Negative aspects or drawbacks of a particular form of communication, such as its potential for misinterpretation or lack of personalization. Positive aspects or benefits of a particular form of communication, such as its speed or clarity.
A form of communication in which messages or ideas are conveyed through written words, such as in an email or memo. A form of communication in which two or more individuals communicate with each other in person, such as in a meeting or conversation.
The use of tools, systems, or devices to perform tasks, such as communicating with others. A form of communication in which messages or ideas are conveyed through visual media, such as diagrams, charts, or videos.
Portable electronic devices that can be used to access information and communicate with others, such as smartphones and tablets. Online platforms and tools that allow individuals and groups to share information, ideas, and opinions with each other, such as Facebook, Twitter, and Instagram.

 

Body language Non-verbal communication
Posture Gestures
Facial expressions Body movements
Interpretation Settings

 

The process of communication using non-linguistic signs, such as body language, to convey a message. The non-verbal communication expressed through posture, gestures, facial expressions, and body movements.
Physical movements of the body, such as hand gestures, that communicate meaning and emotion. The position and alignment of the body in space, which can communicate attitude, mood, and intentions.
The use of the body to communicate feelings, attitudes, and intentions. The use of the face to communicate emotions, attitudes, and information.
The environment or context in which body language is being observed and interpreted. The process of understanding and deciphering the meaning of body language signals.

 

Effective communication Clarity
Feedback Miscommunication
Listening Questioning
Travel and tourism industry Active listening

 

The quality of being clear and easily understood, which can be aided by the appropriate use of body language. The successful conveyance of a message from one person to another using verbal and non-verbal means.
The failure to relay a message correctly, which can occur when body language is not properly understood or used. The response received by a communicator from their audience, which can include non-verbal signals indicating understanding or confusion.
To ask someone questions to get information and knowledge. The act of hearing someone or something to obtain information.
The practice of fully concentrating, understanding, responding, and remembering what is being said. Any business that provides services or products for people who are travelling for leisure or business purposes.

 

Open-ended questions Closed-ended questions
Probing questions Leading questions
Reflective questions Empathy
Feedback Practice exercises

 

Questions that can be answered with a simple yes or no, or a one-word answer. Questions that can't be answered with a simple yes or no, but requires a more elaborate answer.
Questions that suggest a certain answer, thereby biasing the response. Questions that are designed to get more information and details, or to clarify something that isn't clear.
The ability to understand and share the feelings of another person. Questions that allow the speaker to think and reflect on what they have said.
Structured activities designed to develop a particular skill or ability. The process of giving someone information about their performance and how they can improve.

 

Product Knowledge Travel and Tourism Industry
Importance Customer
Product Features Product Benefits
Product Uses Techniques

 

The collection of businesses and organizations that provide transportation, lodging, and other services to tourists and travelers. A thorough understanding of the features, benefits, and uses of a company's products or services.
A person who purchases goods or services from a business or organization. The quality or state of being significant or valuable.
The advantages or positive effects that a product provides to the user or customer. The specific characteristics or qualities of a product that distinguish it from others.
Methods or processes used to accomplish a particular task or goal. The ways in which a product can be used or applied to meet different needs or goals.

 

Product Training Research
Feedback Customer Needs
Complaints Difficult customers
Dealing Importance

 

The systematic investigation and study of materials, sources, and information to establish facts and reach new conclusions. The process of providing employees with the knowledge and skills necessary to effectively sell or promote a company's products or services.
The specific requirements or desires of a customer with respect to a product or service. Information or opinions provided by customers or users about a product or service.
customers who are not satisfied with the service provided and may be aggressive or unreasonable expressions of dissatisfaction or annoyance with a product or service
the value or significance of addressing complaints and dealing with difficult customers the act of handling and managing customer complaints or difficult situations

 

Effective communication skills Types of complaints
Handling Strategies
Resolving Satisfying
Customer service Listening skills

 

the different categories of customer complaints, such as product quality, service, or delivery issues the ability to clearly and respectfully communicate with customers, listen to their concerns, and provide appropriate solutions
the methods or approaches used to resolve complaints and satisfy difficult customers the process of addressing customer complaints and finding appropriate solutions
meeting the needs and expectations of a difficult customer and resolving their complaint finding a solution to a customer complaint that meets their needs and expectations
the ability to actively listen and respond appropriately to customer complaints and concerns the provision of assistance and support to customers before, during, and after a purchase

 

Identifying Customers' Needs Expectations
Methods Customer needs
Expectation techniques Customer satisfaction
Communication Listening skills

 

Understanding the importance of identifying customers' needs and expectations in the travel and tourism industry. Understanding the importance of identifying customers' needs and expectations in the travel and tourism industry.
Learning the various methods of identifying customers' needs and expectations. Learning the various methods of identifying customers' needs and expectations.
Applying techniques for meeting and exceeding customers' needs and expectations. Applying techniques for meeting and exceeding customers' needs and expectations.
Using effective communication to identify and meet customer needs and expectations. Using effective communication to identify and meet customer needs and expectations.

 

Feedback Service standards
Empathy Continuous improvement
Personalized service Customer satisfaction
Service quality Communication

 

Meeting and exceeding customer expectations through high service standards. Using customer feedback to improve services and meet expectations.
Continuously improving services to meet evolving customer needs and expectations. Demonstrating empathy towards customers' needs and expectations.
The feeling of contentment or approval as a result of good service provided by a business. Tailored services provided to meet the specific needs and preferences of individual customers.
The exchange of information and ideas between two or more parties through verbal, non-verbal, or written means. The standard of services provided by a business to meet the expectations and needs of customers.

 

Active listening Personalization techniques
Exceeding expectations Customer loyalty
Tailored experience Upselling
Cross-selling Relationship building

 

Methods employed by businesses to customize services to meet the unique needs and preferences of customers. A communication technique where the listener makes a conscious effort to fully understand the speaker's message.
The tendency of customers to continue buying from a business due to positive experiences and satisfaction with the services provided. Providing a level of service that goes beyond what is expected, leading to increased customer satisfaction and loyalty.
A sales technique where a business encourages customers to purchase additional, higher-priced services or products. An experience that is customized to the specific needs and preferences of individual customers.
The process of developing and maintaining positive connections with customers, leading to increased loyalty and repeat business. A sales technique where a business recommends additional, complementary products or services to customers.

 

Travel and tourism industry Tourism
Travel Hospitality
Accommodation Transportation
Tour operator Attractions

 

The activity of traveling to a place for pleasure or interest. The commercial organization and operation of vacations and visits to places of interest.
The friendly and generous reception and entertainment of guests, visitors, or strangers. The activity of going from one place to another, typically over a distance of some length.
The movement of people or goods from one place to another. A place where people live or stay, often providing rooms, food, and other services for travelers and tourists.
Places of interest to visit and activities to do for tourists. A company that manages and promotes group or individual travel.

 

Destination Travel agency
Tour guide Tourism marketing
Travel agency Tour operator
Accommodation Transportation

 

A business that arranges and sells travel services, such as flights, hotels, and tours. A place that is chosen for a vacation or other travel purpose.
The process of promoting and selling travel-related products and services to consumers. A person who leads groups of tourists on visits to places of interest.
A company that arranges and markets package tours, including transportation and accommodations. A business that facilitates the purchase and booking of travel and tour-related services for customers.
The movement of travelers between different places, including air, land, and sea transportation options. A place where travelers can stay overnight or for an extended period of time, such as hotels, motels, or vacation rentals.

 

Attractions Destination management company
Travel technology Hospitality
Sustainability Tourism planning
Diversification Seasonality

 

A business that provides destination-specific expertise and logistical support for events, meetings, or tours. Points of interest or activities that draw travelers to a particular region or destination, such as theme parks, museums, or natural landmarks.
The industry segment that provides services and amenities for travelers during their stay, such as food and beverage, housekeeping, and concierge services. The tools and platforms used by travel businesses to facilitate bookings, manage customer relationships, and track performance metrics.
The process of identifying and developing tourism products and services in a given destination, based on market research and stakeholder input. The practice of managing tourism resources in a way that preserves natural, social, and cultural assets for future generations of visitors and hosts.
The characteristic of tourism demand that fluctuates over time, often due to weather patterns, school holidays, or other factors. The strategy of offering a range of different travel products and services, in order to appeal to a broader range of customers and mitigate risk from market uncertainties or external shocks.

 

Travel and Tourism Industry Products
Services Accommodation
Transportation Attractions
Tour Packages Cruises

 

Physical goods or non-tangible items that are offered for sale to customers in the travel and tourism industry such as souvenirs, tours, and activities. The industry that encompasses various businesses that serve the needs of travelers such as airlines, hotels, tour operators, and travel agencies.
A place where travelers can stay overnight or longer such as hotels, motels, resorts, or vacation rentals. Activities, benefits, or satisfaction that are offered for sale to customers in the travel and tourism industry such as transportation, lodging, and attractions.
A feature or place of interest that draws travelers to a particular destination such as museums, amusement parks, or natural landmarks. The movement of travelers from one place to another such as air travel, ground transportation, or water transportation.
A type of travel that involves a ship traveling to various ports of call with passengers on board. A pre-arranged tour that includes transportation, lodging, and activities sold as a bundle by tour operators or travel agencies.

 

Tours Activities
Travel Insurance Travel Agency
Product Knowledge Customer Service
Importance Understanding

 

Non-accommodation and non-transportation experiences that are booked by the traveler such as sightseeing, adventure, or entertainment activities. A planned visit to one or more places of interest that is guided by a tour operator or self-guided by the traveler.
A business that provides travel-related services and products such as booking flights, hotels, rental cars, and activities for travelers. A type of insurance that provides coverage for unexpected events that may occur during a trip such as medical emergencies, trip cancellations, or lost luggage.
The assistance and support provided to customers before, during, and after a purchase, with the goal of ensuring their satisfaction. Refers to having a thorough understanding of the products or services offered by a business, including their features, benefits, and limitations.
Comprehension of the meaning and characteristics of product knowledge and its relevance in delivering quality customer service. The significance of a particular concept, idea, or practice, in this case, the value of having good product knowledge in providing excellent customer service.

 

Role Benefits
Features Limitations
Satisfaction Sales
Loyalty Relevance

 

The positive outcomes resulting from possessing good product knowledge, such as increased customer loyalty, improved sales, and enhanced customer satisfaction. The function or purpose performed by product knowledge in meeting customer needs and exceeding their expectations.
The boundaries or constraints of a product or service, including its weaknesses or disadvantages, that may affect its appeal to customers. The characteristics or attributes of a product or service that distinguish it from others in its category.
The revenue generated by a business from the sale of its products or services, which can be influenced by the level of product knowledge possessed by its employees. The degree to which customers' expectations are met or exceeded by the products or services they receive, leading to their continued loyalty and advocacy.
The connection or applicability of product knowledge to the needs and expectations of customers, enhancing their overall experience with the business. The commitment and allegiance of customers to a business, which can be fostered by the provision of excellent customer service and product knowledge.

 

Effective Communication Customer Service
Role Forms
Consequences Poor Communication
Improvement Feedback

 

The assistance and advice provided by a company to those who have purchased or are considering purchasing its products or services. The process of exchanging information in an accurate, clear, and concise manner between two or more individuals or groups to achieve a specific goal.
The different methods or channels through which communication can be conveyed, such as face-to-face, telephone, email, or chat. The function or position a person or thing has in a particular situation.
The failure to exchange information in an accurate, clear, and concise manner, leading to misunderstandings, mistakes, and negative outcomes. The results or outcomes, either positive or negative, that occur as a result of poor communication.
The information provided by customers as a response to their interactions with a business, which can be used to improve customer service and communication. The process of making something better or more effective by taking steps to address weaknesses or areas for development.

 

Active Listening Non-Verbal Communication
Language Culture
Active listening Hospitality industry
Role-playing activities Dialogue

 

The use of body language, facial expressions, gestures, and tone of voice to convey meaning and emotions in communication. The process of fully engaging with a customer by paying attention to what they are saying, asking questions, and providing feedback to show understanding and empathy.
The set of shared values, beliefs, behaviors, and customs that define a group or society, and which can have an impact on communication and customer service. The system of words or signs used to communicate meaning, including verbal and written forms.
A broad category of businesses that provide services such as lodging, food and beverage, transportation, and entertainment to travelers and other guests. The process of giving full and undivided attention to the speaker, understanding their message, and responding appropriately.
A two-way communication where both parties actively listen and respond to each other's perspective. A technique used to practice and improve communication skills, where participants assume different roles and simulate various scenarios.

 

Feedback Empathy
Distractions Non-verbal cues
Active listening skills Barriers to active listening
Paraphrasing Mindful listening

 

The ability to understand and share the feelings of another person, to put oneself in their shoes and see things from their perspective. Comments, reactions, or responses given to a speaker by the listener, indicating their understanding and interpretation of the message.
Facial expressions, gestures, posture, and other body language used to convey meaning and emotions in communication. Anything that diverts or draws attention away from the speaker, such as noise, physical discomfort, or personal thoughts.
External or internal factors that prevent or hinder effective listening, such as environmental noise, cultural differences, emotional states, or bias. The set of techniques and behaviors used to show interest, attention, and understanding to the speaker, such as eye contact, clarifying questions, and summarization.
A type of active listening that requires a conscious and deliberate effort to stay focused on the present moment and fully engaged with the speaker's message. Restating or summarizing the speaker's message in one's own words, to confirm understanding and show interest.

 

 

 

Customer Service Service Culture
Communication Skills Customer Feedback

 

A work environment in which all employees are dedicated to exceeding customer expectations. Providing exceptional support and assistance to customers before, during, and after their travel experience.
Information provided by customers about their experience with a service or product, which can be used to improve future offerings and address complaints. The ability to convey information and listen effectively to customers in order to build rapport and resolve issues.

 

Empathy Service Recovery
Cross-Selling Upselling
Personalization Problem Solving
Resource Allocation Training and Development

 

Steps taken to address and rectify a customer's negative experience, with the goal of restoring their satisfaction and loyalty. Understanding and recognizing the feelings and perspectives of others in order to provide tailored and personalized customer service.
Offering more expensive or upgraded versions of products or services to customers. The promotion of additional products or services to customers who have already made a purchase or booking.
The ability to identify and resolve customer issues to their satisfaction, often requiring creativity and resourcefulness. Customizing the travel experience to meet the specific needs and preferences of individual customers.
Ongoing education and skill-building opportunities for employees to improve their customer service performance and adapt to changing industry trends. The assignment and distribution of resources, such as staff and funding, to support effective customer service delivery.

 

Challenging customer situations Effective communication
Problem-solving skills De-escalation strategies
Positive customer experiences Customer service skills
Empathy Active listening

 

The ability to express oneself clearly and concisely to customers in order to better understand their needs and resolve any issues they may have. Difficult or problematic situations that arise when dealing with customers in the travel and tourism industry.
Strategies used to defuse tense situations with customers and prevent them from becoming more problematic. The ability to identify, analyze, and resolve problems that arise when dealing with customers in a timely and effective manner.
The ability to provide customers with quality service and make them feel valued and appreciated during their interactions with the travel and tourism industry. Situations where customers feel satisfied, valued, and appreciated by the services provided to them by the travel and tourism industry.
The ability to fully concentrate on what is being said by customers in order to better understand their needs and concerns. The ability to understand and share the feelings of customers in order to better serve them.

 

Assertiveness Patience
Problem customer Service recovery
Effective complaint handling Customer complaints
Underlying causes Resolving customer complaints

 

The ability to remain calm and composed when dealing with difficult or irate customers in order to resolve issues peacefully and effectively. The ability to be firm and confident when dealing with difficult or demanding customers in order to resolve issues effectively.
The process of restoring customer satisfaction and loyalty after a service failure or problem has occurred. A customer who is difficult to deal with and causes problems for the travel and tourism industry, such as by making unreasonable demands, being rude or abusive, or refusing to follow policies and procedures.
Issues or problems raised by customers in relation to a travel or tourism service. The ability to efficiently and successfully deal with customer complaints and provide appropriate solutions.
The process of finding a solution to a customer complaint that is satisfactory to both the customer and the service provider. The root reasons or factors that lead to a customer complaint.

 

Preventing recurrence Effective strategies
Complaint handling policies Customer satisfaction
Communication skills Escalation procedures
Empathy Resolution time

 

The methods or techniques used to successfully handle and resolve customer complaints. Taking action to ensure that a particular type of customer complaint does not happen again in the future.
The level of contentment or fulfillment a customer feels towards a travel or tourism service. The set of guidelines and procedures for dealing with customer complaints in a travel or tourism service.
The process of moving a customer complaint to a higher authority or level of management for resolution. The ability to effectively convey information and ideas to customers in a clear and concise manner.
The amount of time it takes to find a satisfactory solution to a customer complaint. The ability to understand and share the feelings of a customer who has raised a complaint.

 

Customer expectations Expectation management
Service level agreements Customer satisfaction
Communication Expectation mapping
Customer feedback Empathy

 

A process of setting clear, achievable and realistic expectations for customers to improve overall satisfaction. The perceived value or anticipated benefit that a customer expects to receive from a product or service.
The degree to which a customer is happy or pleased with a product or service. A set of commitments made by a service provider to a customer, specifying the nature, scope and quality of services to be provided.
A tool used to identify customer expectations at different touchpoints and stages of a service process. The exchange of information or messages between two or more parties to share information and establish a common understanding.
The ability to understand and share the feelings of another person. Information provided by customers about their experience with a product or service, which can be used to improve customer satisfaction.

 

Service recovery Customer loyalty
Personalization Expectation alignment
Service Failures Customer Satisfaction
Service Recovery Service Failure Costs

 

The tendency of a customer to continue doing business with a company over time. The process of resolving customer complaints and concerns to restore customer satisfaction.
The process of ensuring that customer expectations are consistent with the capabilities and limitations of a product or service. The act of tailoring a product or service to meet the specific needs and preferences of a customer.
A customer's overall level of contentment or fulfillment from the products or services received from a business. Instances where a service, product, or process does not meet the customer's expectation or performance standards.
Expenses incurred as a result of service breakdowns, such as lost revenue, rework, and negative word-of-mouth. Actions taken to respond to a service failure and restore the customer's satisfaction with a company's products or services.

 

Tangible Failures Intangible Failures
Empowerment Listening
Apology Compensation
Prevention Recovery Time

 

Service failures that are less tangible and more subjective, such as poor communication or employee behavior. Service failures that are physical in nature, such as broken equipment or dirty facilities.
Actively paying attention to customers' needs, concerns, and complaints to better understand and respond to their expectations. Giving employees the authority and resources to make decisions and take actions that solve customer problems and prevent service failures.
Offering a customer something of value (e.g. discount, refund) to make up for the inconvenience or harm caused by a service failure. A sincere expression of regret for a service failure or mistake that acknowledges the impact on the customer and takes responsibility for the situation.
The time it takes for a business to identify and resolve a service failure, which can impact the customer's satisfaction and loyalty. Proactively identifying and addressing potential service failures before they occur, using tools like quality control measures and customer feedback.

 

Service Level Agreements Customer Service Policies
Procedures Travel and Tourism Industry
NCFE Level 2 Certificate Importance
Guidelines Refunds

 

A set of guidelines that outline how an organization will handle customer service issues and interactions. Customer service policies in the travel and tourism industry may include policies related to refunds, cancellations, and complaints. A written agreement between a service provider and a customer that specifies the level of service that will be provided, as well as any guarantees or warranties. SLAs are important in the travel and tourism industry as they help to ensure that customers receive the level of service they expect.
The sector of the economy that is focused on providing transportation, lodging, and entertainment to people who are traveling for business or pleasure. The travel and tourism industry is a major contributor to the global economy. A set of steps or guidelines outlining how a task or process should be completed. In the travel and tourism industry, procedures may relate to check-in, security screening, or baggage handling, among other things.
The quality or state of being important or significant. In the context of SLAs, importance refers to the fact that they help to ensure that customers receive the level of service they expect, which can improve customer satisfaction and loyalty. A certificate awarded by the Northern Council for Further Education (NCFE) to individuals who have demonstrated a certain level of knowledge and skill in travel and tourism. The NCFE Level 2 Certificate is recognized throughout the travel and tourism industry.
A payment made to a customer to compensate them for a service that was not provided or that did not meet their expectations. Refund policies are an important part of customer service policies in the travel and tourism industry. General advice or recommendations that provide direction or guidance. Guidelines for customer service policies and procedures in the travel and tourism industry may be developed by individual organizations or industry associations.

 

Cancellations Complaints
Check-In Security Screening
Customer service Travel and tourism industry
Customer service standards Customer service processes

 

An expression of dissatisfaction or annoyance. Complaints related to travel and tourism may include issues with accommodations, transportation, or customer service. The process of canceling a travel reservation. Cancellation policies may vary depending on the travel provider and may be included as part of the customer service policies and procedures.
The process of examining passengers and their baggage to ensure that they are not carrying prohibited items or substances. Security screening procedures are an important part of travel and tourism procedures. The process of registering for a flight or other form of transportation. Check-in procedures may vary depending on the travel provider and may be included as part of the customer service policies and procedures.
A diverse industry that includes businesses and organizations that provide services to people traveling for business or pleasure, such as airlines, hotels, restaurants, and tour operators. The provision of assistance or support to customers before, during, and after a purchase or use of a product or service, with the goal of enhancing customer satisfaction and loyalty.
The steps or procedures that businesses or organizations follow to provide assistance or support to customers, including how they handle complaints, process returns, and resolve issues. A set of guidelines or rules that businesses or organizations use to ensure that their employees provide consistent, high-quality assistance and support to customers.

 

NCFE Level 2 Certificate in Travel and Tourism course Customer satisfaction
Repeat business Adhering
Consistent Guidelines
Complaints Resolve

 

The degree to which customers are happy or content with the products or services they receive from a business or organization. A certification program that provides individuals with the knowledge and skills required to work in the travel and tourism industry, and covers topics such as customer service, destination geography, and tour operations.
To follow or comply with a set of guidelines or rules, such as customer service standards and processes. When customers return to do business with a company or organization again, often because they had a positive experience the first time and are satisfied with the products or services provided.
A set of suggested rules or principles that provide direction or guidance to individuals or organizations about how to behave or act in a certain situation. Done in the same way over time, without variation or deviation.
To find a solution to or settle a problem, dispute, or disagreement. Expressions of dissatisfaction or criticism about a product or service, often communicated to a business or organization by a customer.