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WORKING
WITH
TOUR
GROUP
LEARNING OBJECTIVES
Identify techniques for remembering people’s names
Demonstrate techniques engaging in conversation
Provide high-quality customer service
Identify opportunities to enhance the quality of service
to people and tours
Maximize customer service levels by effective liaison
with your colleagues and audience
Balance the needs of individuals and the group when
managing tours
Demonstrate the use of conflict-resolution techniques
to manage conflicts and difficult situations
Initiate short-term action to resolve the immediate
problem where appropriate
Identify and manage a typical range of problems which
arise on tours
8.1 REMEMBERING PEOPLE’S
NAME
A tours are:
- A social activity
- Central element is getting to know people
- Audience arrive with a range of needs, expectations, interests
and motivations
- Also arrive on your activities with a name
- People love to have their name remembered during
conversation and whenever they are focus of attention
How to remember?
Test your memory using local phone directory
Focus – make a point of wanting to remember a person’s
name
Repeat their name – said aloud and silent
Working with SEAM techniques:
Seek a feature – interesting/unique/unusual physical
features
Exaggerate the feature – combine one or more of the
above features
DIFFICULT NAME
- Some name can be difficult to pronounce and remember
- Common on some tours with the variety of multicultural
visitors
Who is customer?
What is customer service?
THE CUSTOMER AND
CUSTOMER SERVICE
Customer
: people who use your products and services
: with a set of needs, expectations, interests and
motivation
: comes from different types/purpose of travel
Customer Service
: providing a service that ensures the customer is
satisfied
: service that exceeds the expectations of
customers
: empathy, commitment, desire to help, provide
high-quality
experience
: 2 dimensions of customer service
REASONS FOR
PROVIDING CUSTOMER
SERVICE
- Quality customer service promise the
exceptional service for all patrons
- Continued employment
- Competitive edge and repeat business
- Satisfaction in a job well done
- Happier workplace
- Customer will find it is easier to deal with you
- Reduce complaints
- Reduce marketing costs
- Reduce wastage or redo work
WHEN TO DELIVER HIGH
QUALITY CUSTOMER
SERVICE?
Giving information
Answering the phone
Meet and greet
Any point of tour
Liaising wit industry colleagues
Assist people with physical and language
difficulty
Effective listening
Going extra distance for people
Follow up
PRINCIPLES TO PROVIDE
HIGH QUALITY CUSTOMER
SERVICE
Be proactive
Have positive attitudes
‘Go beyond the call of duty’
Know your customers
Know your products and services
Provide reliable, efficient and responsive service
Empathy
Identify unstated needs
Build and foster rapport
IN SHORT…
CUSTOMER SERVICE IS TO…
Do All The Good U Can
By All The Means U Can
In All The Ways U Can
In All The Places U Can
At All The Times U Can
To All The People U Can
As Long As Ever U Can
MANAGING DIFFICULT
SITUATION
- A form of conflict : when there is an
disagreement btwn 2 or more parties
- Must be able to minimize it
- Types:
d) With a tour group
e) With colleagues
f) Universal (with colleagues or
customers)
What will happen are…
Angry
Rude
Overly demanding of demanding time
and attention
Verbose and talkative
Negative and pessimistic
Unhappy
Anxious
Types of behavior and difficult
situations
a) Assertive behavior
b) Submissive
c) Aggressive behavior