Reference no: EM132695288
Question: 1. Identify six problems common in the tourism, travel, hospitality and events sector.
2. What would you do if a supplier rang to tell you a champagne delivery was going to be late and you need the champagne for a wedding function?
3. Describe the skills you would use when discussing a service problem with a supplier or team member.
4. Briefly explain how you can anticipate delays in product provision.
5. State the steps you would take to address a service delay a customer is experiencing.
6. Explain what you would do if you couldn't provide a product or service the customer wants. (50-75 words)
7. List four ways you could proactively compensate customers for any service difficulties experienced.
8. You work for a tour company. The tour price for a couple is $300. It costs $75 per person to run the tour.
- How much profit do you make on a couple who book a tour?
- A couple wants a refund of the entire cost of the tour because it rained. Which of the following compensations will still allow you to make a profit?
A complete refund
75% refund
50% refund
25% refund
9. What are three things you should consider when providing compensation to the customer?
10. Give four reasons you should provide ongoing internal feedback.
11. Identify four kinds of feedback you should communicate.
12. You should provide internal feedback to avoid future occurrence of problems and customer disappointment. Describe how to using the 'feedback sandwich' technique.