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					OCR LEVEL 2 NATIONAL CERTIFICATE
               IN
        TRAVEL & TOURISM

            UNIT 2

  DEALING WITH CUSTOMERS IN
     TRAVEL AND TOURISM
General Information for Candidates
Q   Do I have to pass this assignment?
A   Yes. You must pass this assignment to achieve the full qualification.


Q   What help will I get?
A   Your tutor will help you when completing the OCR model assignment and will make sure that
    you know what resources/facilities you need and are allowed to use.


Q   What if I don’t understand something?
A   It is your responsibility to read the assignment carefully and make sure you understand what
    you need to do and what you should hand in. If you are not sure, check with your tutor.


Q   Can I copy other people’s work?
A   No. The work that you produce must be your own work and you may be asked to sign a
    declaration to say that the work is your own. You should never copy the work of other
    candidates or allow others to copy your work. Any information that you use from other
    sources, eg books, newspapers, professional journals, the Internet, must be clearly identified
    and not presented as your own work.


Q   Can I work in a group?
A   Yes. However, if you work in a group at any stage you must still produce work that shows
    your individual contribution.


Q   How should I present my work?
A   You can present your work in a variety of ways, eg hand-written, word-processed, on video.
    However, what you choose should be appropriate to the task(s). For some work, eg
    presentations, coaching sessions, role-play, work experience, you will need to provide proof
    that you completed the task(s). A witness statement or observation sheet could be used for
    this. If you are unsure, check with your tutor.


Q   When I have finished, what do I need to hand in?
A   You need to hand in the work that you have completed for each task. Do not include any
    draft work or handouts unless these are asked for. When you hand in your work make sure
    that it is labelled, titled and in the correct order for assessing.


Q   How will my work be assessed?
A   Your work will be marked by an assessor in your centre. The assessor will mark the work
    using the assessment objectives and the grade descriptors in the qualification specification.
Scenario

‘Travel Solutions’


‘Travel Solutions’ is a family company that specialises in UK holidays. Scott and Liz
Furness started up their business ten years ago when they realised that a lot of
people were coming to holiday cottages near their home, in the countryside. They set
up an agency specialising in self-catering holidays in rural cottages. This has been
very successful. In school holidays most of their customers are families. However,
they have noticed that for the rest of the year many cottages are used by older
people, who are often couples and are usually over 50 years of age. Most of the
midweek breaks are sold to retired people.

Both Liz and Scott want to expand the company and agree that they should specialise
in the UK grey panther market but they cannot decide on new destinations. Liz would
like to branch out into UK coaching holidays. Scott wants to retire early and thinks
there is more money to be made if they sold overseas holidays.

Whichever they do, they will need more staff as they currently employ only four
people.

Liz has placed advertisements for travel consultants in the travel trade press and
local weekly paper. She has not had much interest but there are three really good
applications from college leavers. She has decided to interview all three of them.

Liz is looking for excellent customer service skills in her new staff member. So when
she invites the three candidates for an interview (see letter overleaf), she asks them
to prepare some documentation to bring with them to the interview. She also warns
them they will need to carry out role plays to demonstrate their skills.

You have been invited for an interview – and now must prepare!
                                                                                     Travel Solutions
                                                                                            The Barns
                                                                                         Little Moxley
                                                                                   Middle of Nowhere
                                                                                              Norstead
                                                                                             NP3 4XY
A Candidate
South Street
Greater Moxley
Norstead
NP3 4PL

2 March 200X



Dear Mr/Ms Candidate

Ref: Position of Travel Consultant

Further to your recent application for the position of Travel Consultant at Travel Solutions, I am
pleased to invite you for an interview at our office on Tuesday 16 March at 2pm.

As customer service is so important to our business, we ask all candidates to demonstrate their
customer service skills at interview (role play). I would also like you to prepare documentation prior
to your arrival. I enclose a task sheet for your information. If you have any queries about this
please contact me on the telephone number below.

Please telephone me to confirm whether you wish to attend this interview.

I look forward to meeting you.

Yours sincerely



Liz Furness
Operations Manager



Tel:        01234 456 789
Fax:        01234 456 788
Email:      enquiries@travelsolutions.co.uk
Task 1:   The importance of customer service

Assessment Objective 1

Travel Solutions is a small company and we attach great importance to customer
service. Why do you think customer service is so important to our organisation and
our customers?

Your task is to explain why excellent customer service is important to travel and
tourism organisations and their customers.

You should consider including information on:

    Customer satisfaction

    Recommendations/repeat business/business growth

    Sales/profits

    Competitive advantage

    Job satisfaction

    Bonus/salary increase

    Company image

    Relevant legislation.

The evidence for this task could be provided in the form of a poster.
Task 2:   Customer service skills

Assessment Objective 3

As customer service is so important to Travel Solutions, we will ask you to
demonstrate these skills at your interview. You will participate in two customer
service role plays with a member of our staff. These will be face to face and/or
telephone role plays.

Your task is to demonstrate customer service skills in TWO different travel and
tourism situations.

You should consider:

    Personal presentation and first impressions (dress code, body language, tone of
     voice, attitude)

    Customer service skills (listening, questioning, providing information, recording
     information, product knowledge).

The evidence for this task MUST include a witness statement from the
tutor/assessor who observed you demonstrate customer service skills in TWO
different travel and tourism situations (which may be role plays).
Task 3:   Examples of written information

Assessment Objective 5

It is important that all written information is well presented. One way our external
customers judge Travel Solutions is by the correspondence they get from us. Within
the office accurate and legible information helps us to provide excellent service to
each other and our customers.

Your task is to produce THREE examples of written information to support
excellent customer service.

You MUST produce THREE from the list below:

   A letter

   A memo

   A telephone message

   Amendments to a record/customer file

   An email

   A fax.

The evidence for this task MUST be provided in the form of THREE pieces of
documentation as outlined above.
Task 4:   Facilities to meet the needs of different customers

Assessment Objective 2

At Travel Solutions we treat all customers as individuals, recognising their needs and
providing facilities that meet these needs. However, we are very dependent on the
facilities of other organisations, eg airports and hotels and the facilities they provide
for our customers (who have differing needs).

Your task is to identify what different types of facilities are provided to meet
the needs of SIX types of customers.

You MUST select SIX from the list below:

    Individuals

    Couples

    Families

    A group of customers

    Different ages (eg teenagers or toddlers)

    Leisure travellers

    Business travellers

    Customers with specific requirements (eg people with limited mobility or people
     of differing religions)

The evidence for this task could be provided in the form of a table with appropriate
headings.
Task 5:   A challenging situation

Assessment Objective 4

If you are successful in gaining work at Travel Solutions, you will be expected to deal
with difficult situations. Examples this year have included dissatisfied customers, a
customer with specific requirements (a special dietary need and a disabled member
within their party) and the unfortunate death of a relative resulting in a family
holiday being cancelled.

Your task is to demonstrate customer service skills when dealing with ONE
challenging situation.

You should consider:

    Listening

    Empathy

    Investigation

    Staying calm

    Consulting with superior/taking action.

The evidence for this task MUST include a witness statement from the
tutor/assessor who observed your customer service skills when dealing with ONE
challenging situation (which may be role play).
    Model Assignment: Candidate Checklist
                                              OCR Level 2 Nationals in Travel and Tourism
                                       Unit 2: Dealing with customers in travel and tourism


CANDIDATE NAME:


For task 1 (AO1) have you:                                                            Completed ()
explained why excellent customer service is important to travel and tourism
organisations and their customers?
Evidence provided (please ):                                                         Ref/Page no(s)

     a poster
     or other (please give details) ___________________________________




For task 2 (AO3) have you:                                                            Completed ()
demonstrated customer service skills in TWO different travel and tourism
situations?
Evidence provided (please ):                                                         Ref/Page no(s)

     a witness statement from the tutor/assessor who observed you
      demonstrate customer service skills in TWO different travel and tourism
      situations




For task 3 (AO5) have you:                                                            Completed ()
produced THREE examples of written information to support excellent customer
service?
Evidence provided (please ):                                                         Ref/Page no(s)

     a letter

     a memo

     a telephone message

     amendments to a record/customer file

     an email

     a fax


For task 4 (AO2) have you:                                                            Completed ()
identified what different types of facilities are provided to meet the needs of SIX
types of customers?
Evidence provided (please ):                                                 Ref/Page no(s)

    a table

    or other (please give details) ___________________________________




For task 5 (AO4) have you:                                                    Completed ()
demonstrated appropriate skills for dealing with ONE challenging situation?

Evidence provided (please ):                                                 Ref/Page no(s)

    a witness statement from the tutor/assessor who observed you dealing
     with a challenging situation

				
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