MODULE 3. CUSTOMER CARE
(total : 8h) |
||||
Learning Outcomes | Duration
(h) |
Plan (F2F, e-learning, WBL) | ||
Topics/Contents | Activities/tasks for trainees | Learning Resources | ||
1. Identify significant stages in the accessible service process | 2 face-to-face
learning |
|
Understanding the practical approach to the concept of autonomy, and integration, independent living principles: survey and the discussion in line with the provided video. | Possible failures ir serving the customers with specific needs:
https://www.youtube.com/watch?v=Gv1aDEFlXq8 Independent living principles: https://www.independentliving.org/docs5/RoleofOrgDisPeople.html |
2. Understand the individual role of the service provider for the service accessibility | 1 /1
(face-to-face/ e-learning) |
|
Evaluation of on stereotypes that are u associated with a person with the disability and specific access requirements by implementation of provided task: Portrait of a person with the disability.
|
The stereotypes media using to portray people with disabilities:https://www.hwns.com.au/about-us/blog/run-forest-run-disability-stereotypes-in-the-media/
How people with specific access requirements – disabilities, deal with the stereotypes and prejudices: |
3. Cater for tourist’s access requirements in a satisfactory way | 4 /2
(face-to-face/ e-learning) |
Verbal and non-verbal communication with clients with the specific access needs:
|
Evaluation of the different client needs / choosing the appropriate way of communication for the client with the specific access requirements in line with the provided information/ examples | Disability etiquette:
https://www.unitedspinal.org/disability-etiquette Experiences of the service use of the customers with the specific access needs(e.g. Experience by the deaftraveler– communication issues has to be solved: https://thedeaftraveller.com/2018/04/26/tips-communicating-deaf-travellers/) |
4. Set up a correct Customer Relationship Management system within the supplier organisation | 1
(face-to-face learning) |
Accessibility of service:
|
Practical approach: handling of the conflict situations – discussion in line with the provided video. | Code of good conduct:
https://www.accessibletourism.org/?i=enat.en.enat-code-of-good-conduct |