Day in the life of a tour guide/Activities/Customer service 3

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Unit standard 23758 - Demonstrate knowledge of communication and customer service theory in a tourism workplace - Level 3, Credit 4, Version 1 - Element 2 (PC 2.1,2.2, 2.3, 2.4, 2.5)


Identify elements of customer service


Identify four examples of good customer service and explain them using the following scenario. Also provide explanations of two benefits that will result from your examples of good customer service for the tour guiding company. (PC2.1, 2.2, 2.3)

Scenario One

The guide for your upcoming wine tour greets you when you arrive at the guiding headquarters. He introduces himself and gets the group of 6 to do the same. He then explains what you will be doing on the tour and asks if you have any questions. When you ask a question, he answers it in full and then asks if there is anything else you would like to know. He then leads the group to the waiting van and while you are travelling to your destination he gets each one of you to play a game where everyone has to .......

Task 2

Now identify three examples of bad customer service in the following scenario:(PC2.4)

Scenario Two

The guide for your upcoming river rafting trip has just arrived, he is late but does not apologise. He quickly rushes through the safety check without asking if there are any questions. He rushes everyone into the rafts and as you are leaving shore starts to explain the details of the trip. The person next to you appears very nervous and when you point this out to the guide you are told "well its too late now to turn back".

Task 3

Identify and explain an impact of poor customer service for this business. (PC2.5)

Supporting Resources

  • course notes