Day in the life of a retail travel agent/Activities/Impacts and strategies

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Unit standard 23758 - Demonstrate knowledge of communication and customer service theory in a tourism workplace. Element 2 (PC 2.6)


Customer service strategies


The following clients have arrived at your agency to book flights. Explain what you would do to provide the best possible customer service for them (what customer service strategies would you use):

  • an elderly customer who is hard of hearing
  • a young woman in a wheelchair
  • a chinese man who does not speak english very well

Supporting Resources