SIT40116 Certificate IV in Travel and Tourism

Task:

Part A

1. Write a customer profile Form/Template based on the information provided (Use Mundus software, under trainer instruction) 

2. Outline what questions would you need to ask to be able to complete an initial Customer profile – List 10 key questions? 

3. What further information would you need to ask this couple to have a fuller understanding of their needs for the ability to quote on such a global holiday and their individual special requests? Note the age, budget requirements, health factors and experiences sought

4. List 5 actions you could take to provide good customer service to Mr & Mrs Smith 

5. How would you manage the multiple demands that they will have in regards to this trip? 

6. Outline what extras and add-on you could use to enhance the customer service experience

Part B

Using the Flight Centre Philosophies, including the purpose and values;

1. Your task is to write a 1-page (font 10) letter of complaint to the Airline head office, on behalf of your clients, in regards to the above details. Flight Centre also has a policy on Change and Cancellation and also Supplier Change and Cancellation which can be found.

2. Following this write a 1-page (font 10) letter of reply as Mr Jones (Airline Communications Manager) to you at Flight Centre Sydney and also to Mr and Mrs Smith. In this letter you are to look at and discuss the terms and conditions for the refund policy on missed flight and attached the link for the chosen airline on sector 3. You also need to be aware that the Smiths are long-time customers of the chosen airline.

3. Outline in detail how you would use this opportunity to improve your relationship with the Smiths, within time constraints and then review and evaluate the reply from the perspective of the customer (The Smith’s).

4. What is the value of the customer compensation for Flight Centre and what else would need to be considered in this case?