Name Year 11 BTEC First Certificate in Travel and Tourism Unit 2 by ddb80330

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									                                                                   Name_________________

                 Year 11 BTEC First Certificate in Travel and Tourism
                             Unit 2: Customer Service

In this unit you have achieved a:

                                                     Pass


                                                     Merit


                                                     Distinction


This is because you:                                         Evidence

P1
describe how two travel and tourism organisations
approach customer service in terms of policies, processes
and resources available
P2
describe the needs of different types of customers
in travel and tourism
P3
describe the skills and techniques used to provide
customer service in the travel and tourism industry
P4
describe ways of measuring customer service

P5
demonstrate customer service and selling skills in
three different situations, including dealing with one
complaint



M1
compare the customer service policies, processes and
resources available in two travel and tourism
organisations to meet the needs of different types of
customer
M2
explain how skills and techniques enhance customer
service in travel and tourism
M3
deal independently and confidently with customers
in three different situations including dealing with a
complaint
D1
evaluate the customer service provision in two travel
and tourism organisations making justified recommendations
for improvements
D2
evaluate own performance in three different travel
and tourism related customer service situations,
making recommendations for development of customer
service skills and techniques

To progress to the next level you need to:
P1
describe how two travel and tourism organisations      D1
approach customer service in terms of policies,        evaluate the customer service provision in two travel and
processes and resources available                      tourism organisations making justified recommendations for
P2                                                     improvements
describe the needs of different types of               D2
customers in travel and tourism                        evaluate own performance in three different travel
P3                                                     and tourism related customer service situations,
describe the skills and techniques used to provide     making recommendations for development of customer
customer service in the travel and tourism industry    service skills and techniques
P4
describe ways of measuring customer service
P5                                                     Anything else?
demonstrate customer service and selling skills in
three different situations, including dealing with
one complaint


M1
compare the customer service policies, processes
and resources available in two travel and tourism
organisations to meet the needs of different types
of customer
M2
explain how skills and techniques enhance customer
service in travel and tourism
M3
deal independently and confidently with customers
in three different situations including dealing with
a complaint
Student Comment




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