3. Customer Service
This module examines all aspects of the relations between the tourism operators, or the service suppliers and the tourists as customers. The principles of a good welcoming will be taken into account as well as the assumption of correct behaviours and attitudes towards people with disabilities and specific access needs.
Skills – LEARNING OUTCOMES
The trainees will be able to:
- Identify significant stages in the accessible service process
- Understand the individual role of the service provider for the service accessibility
- Cater for tourist’s access requirements in a satisfactory way
- Set up a correct Customer Relationship Management system within the supplier organisation
- To know welcoming techniques
- To know interpersonal communication techniques
- To know basic techniques of problem-solving
- To be able to approach fairly and intelligently customers while communicating and catering for them
- Peculiarities of the services for customers with specific access requirements
- Relevance of the concept of autonomy and integration, principles of independent living.
- Prejudices and stereotypes: Portrait of person with a disability
- Role of the behavior and body language in relations with the customer with the specific access requirements
- Differences of the communication in relations with the customer with the different access requirements
- – physical disabilities;
- – sensory impairments;
- – intellectual disabilities;
- – mental disorders;
- – other users.
6. Management of specific situations/ complains.
Duration. Face to face – 5 hours, E-learning – 3 hours. Total 8 hours.
- Lectures 10
- Quizzes 1
- Students 0
- Certificate Yes
- Assessments Yes
- Point of View: Why we need to discern services for customers with specific access requirements?
- Concept of autonomy, and integration, independent living principles
- Prejudices and stereotypes: self-analysis and self-evaluation to counteract personal biases
- Psychology of Disability. Principle „Put the person first”
- How to relate to the customer with specific access requirements: behaviour and body language
- Different ways of communication. Persons with various disabilities and people with other access requirements
- Other users
- Management Of Specific Situations / Complaints