3. Customer Service

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3

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:

  1. Identify significant stages in the accessible service process 
  2. Understand the individual role of the service provider for the service accessibility
  3. Cater for tourist’s access requirements in a satisfactory way
  4. Set up a correct Customer Relationship Management system within the supplier organisation

Theoretical-technical skills: 

  1. To know welcoming techniques
  2. To know interpersonal communication techniques
  3. To know basic techniques of problem-solving 
  4. To be able to approach fairly and intelligently customers while communicating and catering for them

Contents

  1. Peculiarities of the services for customers with specific access requirements
  2. Relevance of the concept of autonomy and integration, principles of independent living.
  3. Prejudices and stereotypes: Portrait of person with a disability
  4. Role of the behavior and body language in relations with the customer with the specific access requirements
  5. 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.

Module 3 Description

Handouts_Module 3

Course Features

  • Lectures 10
  • Quizzes 1
  • Students 0
  • Certificate Yes
  • Assessments Yes

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