Test Unit 3

9/21/23, 2:15 PM Test: IGCSE Travel and Tourism - Unit 3 - Customer Care and Working Procedures | Quizlet
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1 of 33
Definition Term
1. Language problems What are the types of customer service

2. Cultural differences standards?
3. if message is too complex
4. concentration problems
Give this one a try later!
True False
Correct definition
what are the barriers to communication?
https://quizlet.com/437717118/test?answerTermSides=6&promptTermSides=6&questionCount=33&questionTypes=15&showImages=true 1/18
2 of 33
Term Definition
What is customer service? Every time a tourist interacts with a T&T

provider. The first impression to every
guest.
True False
Correct definition
It includes all direct and indirect contact with the customer in an

organisation
3 of 33
Definition Term
1. to improve productivity How should we deal with complaints?

2. to improve the quality of products
and services
3. to improve customer focus
4. to increase employee motivation
True False
Correct definition
Why have T&T organization introduced team working?
4 of 33
Definition Term
1. Providing information what details are required at the check-

2. Giving advice in stage?
3. Keeping records
4. Providing assistance
5. dealing with problems
True False
Correct definition
In what situations is customer service provided?
5 of 33
Term Definition
The benefits of computers in the travel 1. name and surname with address and
industry? tel number
2. car reg number
3. any special needs or requests
4. credit card details
5. guest signature
True False
Correct definition
1. Electronic supermarkets linking buyers to sellers

2. reservations can be made quickly and easily
3. brings millions of people together to a centralised market place
6 of 33
Definition Term
the willingness to help customers and What is reliability in customer service?

to give prompt service
True False
Correct definition
what is responsiveness in customer service?
7 of 33
Term Definition
What are some of the developments in 1. Computerised reservation system

ICT in the T&T industry? 2. telephones/conference calls/emails
3. The internet - websites for
advertising
True False
8 of 33
Term Definition
Why do organizations have a 1. Make customers feel satisfied and

Customer Service Policy? valued
2. makes customers what to come back
3. so that the staff know what is
expected of them
True False
9 of 33
Term
How should we deal with complaints?
1. Listen carefully
2. apologise for the inconvenience caused
3. never argue and refer to manager if you can't help them
4. Agree on a solution with the customer
1. it gives positive impression to present and future clientele.

2. It keeps customers willing to come back again
3. makes customers feel like they are the number one priority.
1. to improve productivity
2. to improve the quality of products and services
3. to improve customer focus
4. to increase employee motivation

10 of 33
Term
what are the types of training?
1. reservation
1. on-the-job training 2. check-in
2. off-the-job training 3. occupy the room
4. check-out
1. Operational standards Communication skills, people skills and

2. Competence standards good interaction skills with customers
11 of 33
Term
What is the "moment of truth?"
It includes all direct and indirect contact the ability to perform the promised service
with the customer in an organisation dependable and accurately
1. Language problems
Every time a tourist interacts with a T&T
2. Cultural differences
provider. The first impression to every
3. if message is too complex
guest.
12 of 33
Term
what details are required at the check-in stage?

1. Make customers feel satisfied and valued

2. makes customers what to come back
3. so that the staff know what is expected of them
1. name and surname with address and tel number

2. car reg number
5. guest signature
1. Kitchen
2. Front Office - reception, reservations, concierge etc.
3. Housekeeping
4. Food and Beverage - banqueting and conferencing
4. Leisure and recreation - golf, gym, beach and pool
13 of 33
Term
What are the types of customer service standards?
1. on-the-job training 2. Cultural differences
2. off-the-job training 3. if message is too complex
1. reservation
1. Operational standards 2. check-in
2. Competence standards 3. occupy the room
4. check-out
14 of 33
Term
What are interpersonal skills?
Communication skills, people skills

It includes all direct and indirect contact
and good interaction skills with
with the customer in an organisation
customers
2. Cultural differences 1. on-the-job training
3. if message is too complex 2. off-the-job training
15 of 33
Term
Why do T&T organizations need to deal quickly with customer complaints?
because customer satisfaction is affected by what customers expect and so the formal procedure
helps the Hotel deliver the same consistent service that matches customer expectations.
1. benefits for employees - greater job satisfaction and motivation

2. benefits for customers - better service
3. Benefits for the organisation - more efficient staff, more qualified staff, better customer
retention
1. because it is cheaper to retain existing customers than it is to find new ones.

2. Negative word of mouth will damage their reputation
1. name and surname with address and tel number

2. car reg number
5. guest signature
16 of 33
Term
Name the ways a waiter can prepare a restaurant for service (BEFORE THE
CUSTOMER ARRIVES)
1. create a good first impression

2. smile and welcome
3. business-like appearance
4. able to speak a foreign language will help
5. needs to have good admin skills
6. keep confidential information safe
1. Official Airline Guide (OAG) which gives flight details for all airlines
2. Trip Advisor (online App)
3. Internet sites
4. Travel brochures
5. Timetables (Eg: train and ferries)
1. because it is cheaper to retain existing customers than it is to find new ones.

2. Negative word of mouth will damage their reputation
1. set the tables

2. arrange the tables in 2's/4's/6's according to the booking sheet
3. Clean up after the previous table and get ready for the new table to arrive
17 of 33
Term
what is assurance in customer service?
the knowledge and courtesy of 1. Language problems

employees and their ability to convey 2. Cultural differences
trust and confidence when dealing 3. if message is too complex
with a request 4. concentration problems
a company's rules or guidelines that inform

the ability to perform the promised service and shape the customer's relationship with
dependable and accurately the business at every step throughout the
customer experience
Matching questions
18-25 of 33
Click a definition to match it with a term
What kinds of reference sources can travel agents use to obtain more information about
bookings/flights etc?
1. Official Airline Guide (OAG) which gives flight details for all airlines
2. Trip Advisor (online App)
3. Internet sites
4. Travel brochures
5. Timetables (Eg: train and ferries)
what procedure is a Travel Agent going to follow when handling an enquiry or making a booking for a
client?
1. what is included in the booking

2.other important info like smoking policy/events etc
3. is pre-booking of meals required?
4. give notice if restaurants likely to get fully booked
5. full details of hotel cancellation policy
6. is a deposit needed?
7. charges for additional facilities?
8. payment policy explained
what customer service skills are needed in the T&T industry?
1. Personal presentation -grooming, cleanliness and personal hygiene

2. interpersonal skills - Communication and people skills
3. Clear speech
4. numeracy skills
5. Literacy skills
6. IT Skills
what areas of employment are there for a hotel?
1. Kitchen
2. Front Office - reception, reservations, concierge etc.
3. Housekeeping
4. Food and Beverage - banqueting and conferencing
4. Leisure and recreation - golf, gym, beach and pool
Why is customer service important?
1. it gives positive impression to present and future clientele.

2. It keeps customers willing to come back again
3. makes customers feel like they are the number one priority.
what customer service skills do front office or receptionist need to have at the check-in stage?
1. create a good first impression

2. smile and welcome
3. business-like appearance
4. able to speak a foreign language will help
5. needs to have good admin skills
6. keep confidential information safe
what must take place for a high standard of customer satisfaction to be achieved?
1. Courtesy
2. Tact
3. Diplomacy
Why do T&T organizations have formal customer service procedures in place?
because customer satisfaction is affected by what customers expect and so the formal
procedure helps the Hotel deliver the same consistent service that matches customer
expectations.
26 of 33
Term
what are operational standards?
Skipped
Correct answer
specify what must be done or said e.g.: 1. receptionist must wear me badges and make eye
contact and smile 2. telephone must be answered in 3 rings
27 of 33
Term
What is the guest cycle?
Skipped
Correct answer
1. reservation 2. check-in 3. occupy the room 4. check-out
28 of 33
Term
Ways in which computers are used to obtain information by travel agents
Skipped
Correct answer
1. Global Distribution System - GDS 2. Computer Reservation System - CRS
29 of 33
Term
what is a customer service standard?
Skipped
Correct answer
a company's rules or guidelines that inform and shape the customer's relationship with the
business at every step throughout the customer experience
30 of 33
Term
what is empathy in customer service?
Skipped
Correct answer
the caring service that is given to the customer
31 of 33
Definition
describes the action that must be taken to perform a task e.g.; How to present a
positive personal image to customers employees should:
1. always treat customers in a courteous and helpful manner
2. maintain standards for behavior and appearance
Skipped
Correct answer
What are competence standards?
32 of 33
Term
What is reliability in customer service?
Skipped
Correct answer
the ability to perform the promised service dependable and accurately
33 of 33
Term
Why do organizations send staff for training?
Skipped
Correct answer
1. benefits for employees - greater job satisfaction and motivation 2. benefits for customers
- better service 3. Benefits for the organisation - more efficient staff, more qualified staff,
better customer retention

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9/21/23, 2:15 PM Test: IGCSE Travel and Tourism - Unit 3 - Customer Care and Working Procedures | Quizlet

Don't worry, you'll bounce back!

1. Language problems What are the types of customer service

Give this one a try later!

what are the barriers to communication?

What is customer service? Every time a tourist interacts with a T&T

Give this one a try later!

It includes all direct and indirect contact with the customer in an

1. to improve productivity How should we deal with complaints?

Give this one a try later!

Why have T&T organization introduced team working?

1. Providing information what details are required at the check-

Give this one a try later!

In what situations is customer service provided?

Give this one a try later!

1. Electronic supermarkets linking buyers to sellers

the willingness to help customers and What is reliability in customer service?

Give this one a try later!

what is responsiveness in customer service?

What are some of the developments in 1. Computerised reservation system

Give this one a try later!

Why do organizations have a 1. Make customers feel satisfied and

Give this one a try later!

How should we deal with complaints?

Give this one a try later!

1. it gives positive impression to present and future clientele.

1. Electronic supermarkets linking buyers to sellers

what are the types of training?

Give this one a try later!

1. Operational standards Communication skills, people skills and

What is the "moment of truth?"

Give this one a try later!

what details are required at the check-in stage?

Give this one a try later!

1. Electronic supermarkets linking buyers to sellers

1. Make customers feel satisfied and valued

1. name and surname with address and tel number

What are the types of customer service standards?

Give this one a try later!

What are interpersonal skills?

Give this one a try later!

Communication skills, people skills

Why do T&T organizations need to deal quickly with customer complaints?

Give this one a try later!

1. benefits for employees - greater job satisfaction and motivation

1. because it is cheaper to retain existing customers than it is to find new ones.

1. name and surname with address and tel number

Give this one a try later!

1. create a good first impression

1. because it is cheaper to retain existing customers than it is to find new ones.

1. set the tables

what is assurance in customer service?

Give this one a try later!

the knowledge and courtesy of 1. Language problems

a company's rules or guidelines that inform

Click a definition to match it with a term

Give this one a try later!

Give this one a try later!

1. what is included in the booking

what customer service skills are needed in the T&T industry?

Give this one a try later!

1. Personal presentation -grooming, cleanliness and personal hygiene

what areas of employment are there for a hotel?