Cambridge IGCSE · Travel and Tourism (0471)

Delivery of customer service: Practice Questions

5 multiple-choice questions marked as you go, and 5 written questions with worked solutions. All on Delivery of customer service.

10 questions23 marksFree, no account

Question 1

1 mark

When a customer makes a complaint at a hotel desk, what is the immediate and most crucial step the employee should take according to good customer care policy?

Question 2

1 mark

A hotel receptionist is approached by a guest who is asking for directions to a local landmark. Which procedure is most appropriate for delivering excellent customer service in this situation?

Question 3

1 mark

A travel agency uses a new booking system that sometimes has glitches, causing delays for customers. To maintain high customer satisfaction despite these technical issues, what is the most critical element of customer service delivery to focus on?

Question 4

1 mark

What is the primary purpose of a travel consultant following a procedure for handling complaints when dealing with a dissatisfied customer?

Question 5

1 mark

When following a formal procedure for handling complaints, why is it important for a travel consultant to listen actively to the customer?

Question 6

2 marks

List two ways a travel agent might deliver customer service to a client during the booking process.

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Question 7

3 marks

Describe how having good product knowledge assists a customer service representative in a tourist information centre when handling customer enquiries effectively.

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Question 8

2 marks

Give an example of a personal skill, other than communication, that is important for frontline staff in the tourism industry.

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Question 9

4 marks

Mr. Chen calls 'Adventure Tours Ltd.' to enquire about a wildlife safari package for his family. He has several questions about the itinerary, accommodation, and safety measures.

a) Outline two key procedures a customer service agent should follow when handling Mr. Chen's enquiry.

b) Explain the importance of the customer service agent having good product knowledge regarding the safari package.

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Question 10

7 marks

A tourist arrives at the airport for their flight, only to find it has been delayed by six hours. They approach the airline's customer service desk feeling frustrated and angry.

a) Explain why a prompt and effective complaint handling procedure is vital for the airline in this situation.

b) Describe two potential negative impacts on the airline if the tourist's complaint is handled poorly.

c) Suggest one proactive measure the airline could implement in its customer care policy to prevent similar complaints about flight delays in the future, explaining its potential effectiveness.

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