Unit-4-customer-service-in-travel-and-tourism Study guides, Class notes & Summaries
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Customer Service - P2, M1
- Essay • 6 pages • 2017
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BTEC Extended Diploma Level 3 Travel and Tourism - Unit 4 - Customer Service

P1, M2 - Merit

P2 progresses from P1 and learners must describe customer service provision, and how it is adapted to meet
the individual needs of different types of customers, including internal customers, individuals and groups.
Customer service provision must include products and services, stated and unstated needs, special needs,
customers with cultural and language needs and other needs, for example relating to ag...
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P1, P2, M1 - Customer Service
- Essay • 12 pages • 2017
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BTEC Travel and Tourism - Unit 4 - Customer Service

P1, P2, M1 - Merit

The evidence for P1 must include an explanation of the importance of excellent customer service to the
organisations, to the customer and to the employee.Learners should explain the importance of excellent customer service, covering all items contained in
the content range following the italic sub-headings, ie customer service, importance to the organisation,
importance to the customer and importance to the employee. The ex...
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D1 - Customer Service
- Essay • 5 pages • 2017
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BTEC Travel and Tourism - Unit 4 - Customer Service

D1 - Recommendations - Distinction

For D1, learners need to recommend ways in which a selected organisation could better meet its specific
customer needs. Examples of improvements could be in the form of changes to products, new procedures to
improve speed and efficiency of service, enhanced company image.
The evidence for the above criteria could be presented as a written report or as a presentation with detailed
observation record and accom...
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P4, P5, M2, M3, D2 - Customer Service
- Essay • 10 pages • 2017
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BTEC Travel and Tourism - Unit 4 - Customer Service

P4, P5, M2, M3, D2 - Customer Service - Distinction

Having described these skills, learners will have the opportunity to put them into practice as P4, P5, M2
and M3 must be assessed through practical activities. This could be in real travel and tourism workplace
situations, or may be simulated through role-plays. All assessment evidence for these criteria could be
supported by observation sheets signed by the assessor which details how each c...
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