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Customer Service Skills

BTEC Travel and Tourism

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What Skills are Needed?

• Friendliness• Helpfulness• Effective use of body language• Good product knowledge• Listening skills• Courtesy• Effective complaint handling skills

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Why are These Skills Needed?

• Customer facing situations require service skills

• When customer experiences go wrong staff need to deal with the outcomes

• Customers regard justice as important to how their complaints are dealt with

• More on this from previous session (http://www.bized.ac.uk/educators/16-19/tourism/custservice/activity/provision1.htm)

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Methods of Delivering Service

Customer service can be delivered through three main methods:

• Written (letters, faxes, emails)• Face-to-face• Telephone

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What Next?

• Go to the Activity to practice your own customer service skills