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Customer service 11
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Lecture1.1
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Lecture1.2
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Lecture1.3
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Lecture1.4
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Lecture1.5
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Lecture1.6
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Lecture1.7
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Lecture1.8
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Lecture1.9
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Lecture1.10
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Quiz1.1
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Conclusions
- Companies and their representatives are unable to provide appropriate service to customers with specific access requirements because they are usually unsure of the best approach and attitude towards such individuals.
- The accessible tourism service must ensure individual autonomy, independence and social inclusion.
- The People first principle is the core module of the accessible tourism communication.
- The common rules of the accessible communication should go in line with the individual approach to the customer and his/her (diss)abilities.
- Physical disability causes different levels of impairments and necessity of support provision.
- Communication with people with sensory impairments requires appropriate attention to the details of the verbal communication and physical surroundings.
- Common understanding of the needs and expectations ensures the successful tourism service providers communication with people with intellectual impairments.
- Timely recognition of the mental disorder of a customer might ensure suitable service assurance for him/her.
- Acknowledgement of the possible difficulties and empathy of the service staff increase the accessibility of tourism services for older people.
- Accurate preparation to cater families with small kids helps to avoid difficulties during the service.
- Code of Good Conduct is a tool to make travel and tourism accessible for all visitors and avoid the conflict situations.