You work at APT Travel. You are on the telephone with a tour operator, and the call is not urgent: Tourism Management Course Work, TUD, Ireland

Scenario One:

You work at APT Travel. You are on the telephone with a tour operator, and the call is not urgent. A customer enters the office and starts looking at the brochures for Miami.

1. Greet the customer.
2. Meet the customer needs.
3. Develop rapport.
4. Adhere to high standards of personal presentation and hygiene.
5. Follow customer service policies and procedures and professional standards.

Scenario Two:

You work for a travel wholesaler. You speak to numerous travel agents a day. On the company website, there is an area for feedback. One of the agents has left some negative feedback, “I was on hold for 20 minutes, and then when my call was answered, the tour I wanted to book was full and the agent was rude to me.”

1. Describe how you would respond to this feedback.
2. To whom do you report this problem?
3. You successfully resolve the complaint. What actions could you take to ensure this issue does not occur again?

Scenario Three:

You work at APT Travel Agency. The couple you are serving has been drumming their fingers on the desk and looking at their watches. They appear bored.

1. Describe what you would do / how you should respond. Explain the 5 steps you would take to ensure you meet the customer’s needs.
2. What would be the best forms of communication – think about both:
   * Verbally: including the tone you would use?
   * Non-verbally?
3. When the customers have chosen a preferred product, what else can you offer them?
4. How would be the best way to present the information to your customers?