Class 11 Travel Tourism and Hospitality Chapter 3 Customer Service

Class 11 Travel Tourism and Hospitality Chapter 3 Customer Service Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 11 Travel Tourism and Hospitality Chapter 3 Customer Service Question Answer and select need one. Class 11 Travel Tourism and Hospitality Chapter 3 Customer Service Notes Download PDF. AHSEC Class 11 Elective Travel Tourism and Hospitality Question Answer English Medium.

Class 11 Travel Tourism and Hospitality Chapter 3 Customer Service

Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 11 Travel Tourism and Hospitality Chapter 3 Customer Service Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 11 Travel Tourism and Hospitality Chapter 3 Customer Service Textbook Solutions English Medium for All Chapters, You can practice these here.

Customer Service

Chapter: 3

SESSION 1: MEET AND GREET SERVICES FOR GUESTS ON ARRIVAL AND DEPARTURE

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A. Multiple Choice Questions:

1. The ______________ is a tourism professional of a hotel or a travel company who makes the first impression of its company’s image in front of the tourists by his hospitable conduct and extending warm welcome. 

(a) Concierge.

(b) Bellboy.

(c) Doorman. 

(d) Customer Service Executive (Meet and Greet). 

Ans: (d) Customer Service Executive (Meet and Greet).

2. The Customer Service Executive of a tourism company performs: 

(a) Airport pick-up and dropping the tourists. 

(b) Follow the tourists’ itinerary. 

(c) Follow up the bookings being done earlier for tourists. 

(d) All the above tasks. 

Ans: (d) All the above tasks.

3. _____________ allows to provide a remarkable customer experience. 

(a) Anticipation of guests. 

(b) Forecasting of guests. 

(c) Receiving the guests. 

(d) Communication with guests. 

Ans: (a) Anticipation of guests.

4. One of the best ways of greeting is, _____________. 

(a) “Hi, have you been here before?” 

(b) “How may I help you?” 

(c) “How are you?” 

(d) “This way please.”

Ans: (b) “How may I help you?” 

B. Subjective Questions:

1. Define ‘Meet and Greet Services’ in tourism and hospitality. 

Ans: Meet and Greet Service can be defined as, ‘the pre-purchased service for meeting and greeting a client or group upon arrival in a city, usually at the airport, pier, or rail station or hotels. Service may include assisting the client or group with entrance formalities, collecting baggage, and obtaining transportation to the hotel’.

2. Explain the greeting formalities at the time of check-in to the hotels.

Ans: Greeting Formalities at the Time of Check-in to Hotels:

As soon as the guest enters the hotel premises, they should be greeted with a warm smile and eye contact. The bell desk staff should wish the guest as per the time of the day by saying:

“Good Morning” / “Good Afternoon” / “Good Evening”

The guest should be offered assistance with luggage and escorted to the reception counter. The front office staff should then greet the guest and say:

“Welcome to (Name of the Hotel). How may I help you?”

3. Discuss the process of greeting the customers effectively. Write the steps that need to be followed for effectively greeting the customers.

Ans: It is important to make a good impression while greeting a customer for the first time. The way you approach a customer leaves a lasting impression on them and decides your future relationship with them.

Steps to Effectively Greet Customers:

(i) Have a positive attitude: Keep your conversation light-hearted, yet professional. Maintaining a positive attitude while conducting business is an effective way to begin a business relationship. 

(ii) Placards: Placards help the company representative to receive clients with their company names, group names and f lights written on it to be displayed on the airport while the tourists or guests arrive. It also helps to identify unknown or first-time clients, especially the foreign clients.

(iii)  Welcome notes: Welcome notes and printed greetings for the special clients to make the image of a company.

(iv) Gifts or bouquets: Nothing speaks better than a bouquet of fresh dazzling f lowers. This helps you to arrange something special for that special client.

(v) Greet with their name: Greet them using their names with polite words, and make sure you continue using it throughout the conversation. Don’t overdo it, but using their name puts them at ease and helps them feel like you care about them personally and professionally.

(vi) Keep good notes: Keep it personal and professional. Ask a few personal questions as ‘icebreakers’, and then move into professional mode. Make sure you maintain your light hearted attitude while getting down to business. Keep good notes of your conversation so that when you are f inished with your meeting, you will have a good record of what was discussed.

(vii) Keep focus on the customer: If you are meeting your customer for the first time, keep your focus on your customer and their needs. Keep any conversation surrounding you to a minimum, and enable the customer to talk about themselves. Most people like to hear themselves talk, so training yourself to be an excellent listener will make the difference in building an effective business relationship with your customer.

(viii) Ask specifically how you can help them: Once you have a good idea of what they need, ask how they want you to help them. Be specific about the products and services your company provides, and ask them which ones they believe would most effectively meet their needs. 

(ix) Keep smiling: This helps keep things friendly and upbeat through the course of the business conversation. 

(x) Shake hands firmly: Make sure the handshake is firm. A firm handshake exudes confidence in yourself, your company, and in your ability to transact business effectively. A limp handshake would perhaps give an impression of disinterest and low confidence. A firm handshake would be to grip the individual’s hand strongly for a moment and let it go.

(xi)  Make steady eye contact: Along with a firm handshake, steady eye contact is very important in making an excellent first impression. Throughout the conversation, make sure you look at your client in the eyes as much as possible without seeming overbearing. This will help you to appear confident and will develop trust within your client as you continue working with them.

(xii) Have important documents ready for the customers: Before meeting a client at the airport, ensure all their documents—hotel vouchers, tour itinerary, and other required travel papers—are prepared and a copy is ready to hand over. This shows professionalism and helps build trust, giving you an edge over competitors. Using these simple steps can quickly strengthen client relationships.

4. Describe the meet and greet processes followed at the railway station.

Ans: The Customer Service Executive in the Tourism and Hospitality sector should ensure the given points while offering meet and greet services to the clients at the railway station: 

(i) Train arrival or departure time and railway platform or bus stop details. 

(ii) Railway stations or bus terminus and main exit gate. 

(iii) Have the Guest details, i.e. number of persons, class of traveller i.e., business or leisure.

(iv) Ensure for transfer arrangement.

(v) Ensure for hotel booking.

(vi) Any other special requirement.

SESSION 2: COMMUNICATION WITH COLLEAGUES AND CUSTOMERS

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A. Multiple Choice Questions:

1. ________________of Customer Service Executive should be flexible to work in any difficult situation. 

(a) Soft Skills.

(b) Technical Skills. 

(c) Professional skills. 

(d) Personal Skills.

Ans: (a) Soft Skills.

2. A ___________________is often viewed as projecting a positive image of an 

organisation. 

(a) Uniform. 

(b) Brand name. 

(c) Logo of the company. 

(d) All the above. 

Ans: (a) Uniform.

3. __________cause dissatisfaction amongst the customers. 

(a) Delay and cancellations of services. 

(b) Timely services. 

(c) Personal services. 

(d) All of the above. 

Ans: (a) Delay and cancellations of services.

4. __________________expresses staff willingness and confidence, and communication expresses your ability to convince. 

(a) Body Language. 

(b) Soft Skills. 

(c) Technical Skills.

(d) All of the above.

Ans: (a) Body Language. 

B. Subjective Questions:

1. Describe the importance of soft skills during communicating with the customers.

Ans: The importance of soft skills during communicating with the customers are as under:

(i)  Patience: This is a skill that helps in dealing with any situation or difficult customers. The executive needs to maintain a calm demeanour, remain calm and attentive while dealing with the clients and think clearly, which would be reflected in their actions.

(ii) Work Ethic: The Customer Service Executive needs to be professional in their behaviour. They should start their shift on time and always behave courteously with their colleagues. They should be able to handle work and perform their daily tasks as per their schedule in an organised manner.

(iii) Communication Skills: Customer Service Executive must have good command over language skills especially in the case of second language being used at a work place. They should possess good listening skills as well.

(iv) Self-awareness: Meet and Greet officer should be self-aware of how to deal with the situations of anger, embarrassment, frustration, and inspiration. 

(v) Flexibility: Customer Service Executive should be flexible to work in any difficult situation. They should be multi-tasker in every operational work in an organisation. 

(vi) Managing Stress management: Customer Service Executive should be able to stay healthy, calm, and balanced in any challenging situation. They should know how to reduce their stress levels, increase their productivity, and prepare themselves for new challenges.

(vii) Teamwork skills: Being able to work effectively with anyone with different skills, personalities, work styles, or motivation levels to achieve a better team result. 

(viii) Negotiation Skills: Being able to understand the other person’s expectation and requirements, offer a solution accordingly and reach a win-win situation which satisfies both sides, and maintains relationships for future interactions.

(ix) Conflict resolution and Skills in dealing with difficult or unexpected situations: Being able to stay calm and still is effective while facing an unexpected or difficult situation. This includes being able to think on your own and articulate thoughts in an organised manner even when you are not prepared for the discussion or face the situation you are in.

2. Write the importance of body language and gestures in customer communication.

Ans: The body language or body gestures, to a large extent, portray the quality of communication. Body language has different meanings in different cultures. Interpretation of body language depends on the culture, situation and relationship with the person as well as the gender of the person. This means that it is not necessary that a particular body language or gesture would always have the same meaning. 

Body language is mainly an expression of feeling. For example, if we dislike someone, it is often not possible or desirable to say that directly to the person. However, we can express it through body language. Thus body language can express willingness, confidence and convincing ability. 

(i) Eye Contact: Direct eye contact indicates focused interest, attentiveness and readiness to engage in communication.

(ii) Facial Expressions: There is a need to reflect a natural smile on the face while dealing with the customer. Being attentive while talking to the customer will lead to an understanding of the client’s needs, whereas negative expressions may lead to a conflict.

(iii) Posture: Maintain easy and relaxed posture instead of appearing fatigued in front of the customers.

(iv) Hand Gestures: Closed arms represent a communication barrier. It can also indicate mild boredom and lack of interest. Arms behind the neck show waiting for the response. 

(v) Voice: The manner in which we use our voice not only helps us to develop our personality but also improve our customer relations. Here are some hints on how to use our voice effectively. 

(a) Volume: Just loud enough for the customer to hear and not too loud for everyone else nearby to hear. It should not be too soft for the customers to strain themselves. 

(b) Pace: Toned to speak at the speed at which the customers can hear and understand what is being conveyed. If it is fast, they might have difficulty trying to catch up; if it is slow, it could get monotonous or even boring. 

(c) Pitch: As per the situation, change the pitch and tone of your voice. In this way we will command customers’ attention.

(vi) Personal appearance and dressing: A uniform is often viewed as projecting a positive image of an organisation. Maintaining personal hygiene is also an important aspect of personal appearance and dressing. An appearance is a bunch of attributes related with the service person, like their shoes, clothes, tie, jewellery, hairstyle, make-up, watch, cosmetics, perfume, etc. It is related with putting first impression on the onlookers.

3. Explain the benefits of keeping promptness in customer service and a role in repeat business.

Ans: In the tourism and hospitality industry, the success or failure of the business and destinations depends on its service. Customer Service and expectation is influenced by improving quality standards and providing prompt services. Promises of services done to the customer should be delivered on time. Delay and cancellations of services cause dissatisfaction amongst customers. The CSE must always keep information ready for the guests. 

In case of guest complaints and problems, show empathy and make them realise that you understand and will try to resolve all the problems. Attend to the guest and reply positively. Do not make the customer wait for long since this gives a bad impression about the quality of services.

Dealing with the customer with a prompt attitude results in: 

(i) Meeting the customer’s expectations satisfactorily.

(ii) Word of mouth publicity of the services offered or recommendations.

(iii) Repeat business.

(iv) Improved customer relations.

4. What are the various customer related documents maintained by the Customer Service Executive?

Ans: The Customer Service Executive (CSE) is required to maintain proper records of customer-related documents, which include:

(i) Complete particulars of the tourists such as names and addresses.

(ii) The fare collected from each group of travellers.

(iii) Journey details, including destinations and duration.

(iv) Any contract agreements signed for the journey.

Good record keeping is essential in the tourism and hospitality industry. These records may be physical or electronic and include:

(i) Transaction dates and amounts.

(ii) Legal agreements.

(iii) Private customer and business details.

Even the smallest tourism enterprises, such as an airport postcard shop, need to maintain proper records. Good recordkeeping helps the manager or business owner to make informed decisions.

A travel company must develop procedures to annually log, store, and manage client records, which helps to:

(i) Plan and work more efficiently.

(ii) Meet legal and tax requirements (e.g. licensing authority and returns).

(iii) Measure profits and performance.

(iv) Generate meaningful reports.

(v) Protect the rights of the business owner.

(vi) Manage potential risks.

 5. Explain in brief the importance of Customer Relationship Management.

Ans: Customer Relationship Management (CRM) is essential for managing, understanding, and developing strong relationships with customers in the tourism and hospitality industry. It includes policies and processes to acquire, retain, and serve customers effectively. Good CRM practices increase customer satisfaction and loyalty through personalized service based on past interactions.

The importance of CRM is reflected in the following benefits:

(i) Increase reliability: Good CRM practices ensure that customers get the delivery of services as per the promises made by the company. This increases the reliability and perceptions of the service. Customers would always like to use repetitive services from those organisations which keep their promises and core service attributes. 

(ii) Increase responsiveness in service: Following the CRM practices enables the employee of an organisation to achieve ‘always help the guest’ attitude towards customers. This also indicates that the organisation is attentive and prompt in dealing with the customers’ questions, complaints and problems.

(iii) Give assurance to the customer: CRM helps in inspiring trust and confidence among the customers. The employees’ knowledge and courtesy inspires trust and confidence in the customer and generates an assurance towards the ability of the firm and its employees. 

(iv) Win customer empathy: Good CRM practices help in treating customers as individuals. Empathy is the caring, individualised attention and customised service that the firm provides to its customers. The essence of empathy is providing personalised or customised service to make customers feel that they are unique, special and that their needs are understood.  

SESSION 3: SIGNIFICANCE OF TOURISM INDUSTRY IN ECONOMIC DEVELOPMENT

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SESSION 4: ROLE OF TRAVEL AGENCIES AND TRAVEL DESK

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