Title: Describe management considerations for providing customer service to travel and tourism clients.
Course: Travel, Tourism, and Destination Marketing (16152) > Section: Providing Customer Service

Description should include the characteristics and effects of good vs. poor customer service and the role of factors such as

- business policies and procedures
- financial considerations
- customer service training
- physical restrictions.

Process/Skill Questions:

- What is the importance of adhering to company policies and treating all customers and vendors fairly?
- How can poor customer service affect the profitability of a travel-related business?
- What are the characteristics of an effective customer service training program?
- What are procedures to ensure effective customer service for guests with disabilities?
- How should one respond to difficult guests?
- What is the most common reason customers do not return to a business?
- What is the cost of a quality customer service training program within a company vs. the cost of providing no training?