1. http://www.bized.co.uk Copyright 2007 – Biz/ed Customer Service Skills BTEC Travel and Tourism

2. http://www.bized.co.uk Copyright 2007 – Biz/ed What Skills are Needed? Friendliness Helpfulness Effective use of body language Good product knowledge Listening skills Courtesy Effective complaint handling skills

3. http://www.bized.co.uk Copyright 2007 – Biz/ed Why are These Skills Needed? Customer facing situations require service skills When customer experiences go wrong staff need to deal with the outcomes Customers regard justice as important to how their complaints are dealt with More on this from previous session (http://www.bized.ac.uk/educators/16-19/tourism/custservice/activity/provision1.htm)

4. http://www.bized.co.uk Copyright 2007 – Biz/ed Methods of Delivering Service Customer service can be delivered through three main methods: Written (letters, faxes, emails) Face-to-face Telephone

5. http://www.bized.co.uk Copyright 2007 – Biz/ed What Next? Go to the Activity to practice your own customer service skills