- Assessment brief:
Literature (Castleberry & Tanner, 2007; Harris, 2013; Hudson & Hudson, 2013) suggests that
customer service and selling skills are being utilised by the travel and tourism sector as a key
survival strategy in a challenging business environment. For the purposes of this essay, you
are the training manager working for an established travel agency. As part of the company’s
business plan, the owner/operator has set a target of increasing the total sales for the
agency. Your role as a senior member of staff includes the responsibility of the on-going
training and mentoring of new staff members.
To assist the staff in achieving the new sales targets, the owner/operator has requested that
you prepare an analysis of how customer service and selling skills can contribute to the
organisation’s effective operation and overall success.
Considering the above scenario, your essay is required to address the following points:
Describe how established models and theories can be implemented by management
in the travel and tourism industry to develop successful customer service strategies.
Discuss the skills and attributes required to create a successful sales person/customer
service advisor.
Explain the role and need for training and development in relation to customer service
and selling.
Explain the best practice for resolving potential conflict situations in this business
environment.
