Summary
Summary UNIT 4- CUSTOMER SERVICE- TRAVEL AND TOURISM
- Institution
- PEARSON (PEARSON)
TELEPHONE CONVERSATION FOR THE COMPLAINT THAT A CUSTOMER HAD ON THE CHOSEN ORGANISATION. DESTINATION LEVEL
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Telephone conversation*Phone rings*
Me: ‘Good Afternoon, you are talking to Amy from Jet2hoildays. Who am I talking to today?’
Customer: ‘Hello Amy, this is Liv’
Me: ‘What can I do for you today Liv’
Customer: ‘I was Wondering if you could help me booking for a family of 4?’
Me: ‘Of course I can, when are you looking to go and have you got anywhere in mind?’
Customer: ‘we wouldn’t mind going somewhere in the canary island and it would be around July or
August’
Me: ‘Wonderful, would there be any children attending?’
Customer: ‘yes, there would be 2 children aged 8 and 11.’
Me: ‘ok Liv, Brilliant. I have found a few all-inclusive hotels in Lanzarote which are free for children’
Customer: ‘That sounds great, what dates have you got available?’
Me: ‘Well for the 4 of you for all- inclusive I can put you in the Hotel THB Flora for 10 nights from 12 th
Aug for £761 per adult and both children will be going for free. This hotel is 3/4-star hotel also, the
flight will take you into the main airport and your transfer is only 10 minutes away. Could I ask did
you have a budget?’
Customer: ‘yeah, I would prefer not to spend anything more then £3,500’
Me: Wonderful then, this hotel with the added discount and your flights it is well within your
budget’
Customer: ‘fantastic! Could I ask is there anything we should be ware of with the place we are
staying at?’
Me: ‘this hotel is a child friendly hotel which is located near lovely gift shops and entertainment, if
you would like, I could send over the further information about your hotel, the flights to your email.
Customer: ‘that would be brilliant, my email is OliviaColes2@yahoo.co.uk’ could I get back to you in
a few days to check if those dates are suitable with my partner.’
Me: ‘of course you can, I will get all that information sent over to you now. Was there anything else I
could help you with today?’
Customer: ‘no that is everything for now, thanks for all you help.’
Me: brilliant, I look forward to hear back off you, have a nice day, speak soon.’
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