1-     WHAT’S A CUSTOMER CARE POLICY? WHY IS CUSTOMER CARE IMPORTANT?

2-     WHAT’S MORE IMPORTANT TO GET NEW CUSTOMERS OR TO RETAIN EXISTING CUSTOMERS? WHAT METHOD FOR RETAINING CUSTOMER CAN YOU USE?

3-     WHY ARE IMAGE AND REPUTATION IMPORTANT?

4-     WHAT’S THE DIFFERENCE BETWEEN INTERNAL AND EXTERNAL CUSTOMERS?

5-     HOW DO ORGANIZATIONS DEAL WITH CUSTOMER COMPLAINTS? WHAT ARE THE MOST COMMON REASONS FOR COMPLAINTS?

6-     MENTION A TECNIQUE (IT’S A WORD) USED FOR COMPLAINTS. WHAT SKILLS ARE IMPORTANT WHEN DEALING WITH COMPLAINTS?

7-     MENTION PERSONAL AND INTERPERSONAL SKILLS. CAN THEY BE TAUGHT?

8-     WHAT QUALITIES ARE NECESSARY FOR PEOPLE WORKING IN THE TRAVEL INDUSTRY?

9-     MENTION DIFFERENT TYPES OF CUSTOMERS. WHY IS IT IMPORTANT TO ESTABLISH GOOD RAPPORT WITH THEM?

10- ARE LISTENING SKILLS EASY OR DIFFICULT TO ACQUIRE? WHAT SHOULD YOU TAKE INTO ACCOUNT WHEN DEALING WITH A GROUP?

11- WHY SHOULD COMMUNICATION SKILLS BE VARIED?

12- WHY IS IT IMPORTANT TO BE ESPECIALLY CAREFUL WITH NON-DOMESTIC TOURISTS?

13- WHY IS PERSONNAL APPEARANCE IMPORTANT?

14- WHAT ARE THE MOST COMMON CUSTOMER REQUIREMENTS?

15- WHAT DETAILS ARE IMPORTANT TO GET FROM THE CUSTOMER WHEN COMPLETING A BASIC ENQUIRY FORM?

16- WHY IS IT IMPORTANT TO CONFIRM A BOOKING?

17- WHAT’S AN ITINERARY?