4.1 Importance of customer service:

Question 1

Who do DMCs deliver customer service to?

Answer 1

Inbound tourists
All types of leisure tourists
MICE tourists.

Question 2

define potential customer

Answer 2

someone who might become an actual customer of TT organisation.

Question 3

define inbound operator

Answer 3

tour operator providing tours/packages for inbound tourists.
Are also known as DMCs.

Question 4

happy and satisfied customers may:

Answer 4

• return to hotel; bring repeat business
• tell ppl about goog customer service
• write online/social media reviews.

Question 5

what are the customer service skills staff working in T&T need?

Answer 5

Customer service skills
* abilities that enable staff to provide good customer service.

Personal sills e.g clear communication, being able to ICT.

Interpersonal skills e.g listening patiently to other people, being welcoming, flexible, coordination.