BTEC Travel and Tourism Level 3- Unit Four- Customer Service in Travel and Tourism
49 views 0 purchase
Course
Unit 4 - Customer Service in Travel and Tourism
Institution
PEARSON (PEARSON)
Unit 4- All my work is 100% EVed and IVed- I cannot find D1.
P1
P2, M1, D1
P3
Role Play- P4, M2, P5, M3, D2
I have attached tips for D1 as I cannot find it. I have attached all the relevant information to achieve Distinction in the role play. Just read the script to achieve this grade. I ha...
Qualification: Level 3 120 Credit Diploma Travel and Tourism
Unit number & title: Unit 4 Customer service
Description of activity undertaken
Individual activity. The role plays required the student to demonstrate their customer service skills in a
variety of situations. The first situation was to reply to a client complaint letter formally. This was done
in controlled assessment conditions, individually. The student had designed their own retail travel
agency in order to make this a realistic task. The letterhead was used, and response given formally
after reading the complaint from the client. Reply to complaint attached
The second situation was offering the client information and health by phone. The client phoned prior to
finalising their booking to check details and discuss assistance requirements for the holiday. The
situation was by phone (transcript attached). The student had to gain the information for the
destination, assess the client’s requirements and to overcome the problem with the airport and aircraft
assistance.
The final situation was a role play to sell a holiday to a client. This required the student to provide the
information, make a sale and overcome an objection during the role play. The situation was verbal face
to face and consisted of a client asking for a package holiday with flight and accommodation. The
student offered flight and journey information as well as finalising the sale and using product
knowledge.
Assessment criteria targeted
P4 Demonstrate customer service in travel and tourism situations X
M2 Deal independently with customers in travel and tourism situations X
P5 Demonstrate selling skills in a travel and tourism situation X
M3 Demonstrate effective selling skills in a travel and tourism situation X
D2 Demonstrate good product knowledge, customer service and selling skills to provide a X
consistently high standard of customer service in different situations
How the activity covers the requirements of the assessment criteria (this does not confirm
achievement of assessment criteria or confer an assessment decision)
Complaint reply:
YOUR NAME successfully crafted a reply to a complaint that was given. She was professional
throughout the response and did not include unrealistic solutions to the problem.
The layout was professional including the letter head and company logo. She included the date,
reference number and addressed the client professionally. She identified that the company did not
meet the clients expectations and apologised for the inconvenience- without taking the blame. She
gave the client a deadline to ensure that they can expect a reply and the client is aware that their
complaint is being looked into.
She outlined the solution to the problem and the monies that the client would be owed- demonstrating
excellent customer service. Moreover, she was able to ensure that the client would return to the
company by providing them with a deadline discount- demonstrating excellent subliminal selling skills.
YOUR NAME was able to independently identify which part of the complaint she would not be able to
deal with and highlighted to the client who they would have to contact.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller francescamackenzie. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $8.41. You're not tied to anything after your purchase.
