Develop and maintain relationships with face-to-face customers tourism operations

URN: PPLTT49
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 2021

Overview

This standard is about developing and maintaining positive relationships with face-to-face customers in an intensely people-oriented industry.

This standard is for travel and tourism staff engaged in face-to-face contact with customers. There is a separate standard for travel and tourism staff engaged in remote contact with customers.

When you have completed this standard, you will have demonstrated your understanding of and your ability to:
• Develop and maintain relationships with face-to-face customers


Performance criteria

You must be able to:

1. Greet and address the face-to-face customers, and returning customers, in accordance with organisational procedures 2. When a delay in greeting the face-to-face customer is unavoidable, acknowledge them and offer apologies where possible 3. Establish the face-to-face customers' requirements in line with organisational procedures 4. Communicate with face-to-face customers in a way which develops and maintains positive relationships with them and promotes the customer service values of your organisation 5. Adapt your approach to your face-to-face customers according their needs and in line with your organisation’s procedures 6. Acknowledge the points raised, responses made and your understanding of the requirements of face-to-face customers throughout the interaction 7. Confirm the different ways of meeting face-to-face customers’ needs and take action accordingly 8. Explain any delay in responding to face-to-face customers' needs 9. Maintain the flow of dialogue to keep customers informed of relevant actions being undertaken as the interaction progresses 10. Provide information to customers in line with their needs and in a way which helps them understand 11. Where necessary, refer the face-to-face customers to colleagues, explaining the reasons for the referral, in accordance with organisational procedures 12. Carry out any undertakings made to face-to-face customers within the timescale indicated 13. Maintain confidentiality in line with organisational requirements and relevant legislation 14. Update and maintain customer records in line with organisational procedures and current data protection legislation

Knowledge and Understanding

You need to know and understand:

1. Your organisation’s procedures for greeting and addressing customers and returning customers face-to-face 2. Your organisation’s customer service values and procedures for developing and maintaining relationships with face-to-face customers 3. Communication techniques and how to adapt these to the needs of different face-to-face customers and situations 4. The importance of recognising diversity in relation to age, disability, religion, sexual orientation, gender identity, ethnicity, and physical appearance 5. How to handle conversations involving a 'translator' acting on behalf of someone with hearing difficulties and the importance of being patient during such conversations 6. The importance of active listening and developing rapport with the customer 7. The importance of maintaining a flow of interaction with customers and techniques for ensuring that this occurs whilst you investigate actions to meet their needs 8. How to promote your organisation’s customer service values when communicating with face-to-face customers 9. When, how and to whom to refer face-to-face customers 10. The importance of following up on undertakings to meet customers’ needs 11. The importance of maintaining confidentiality during face-to-face interactions with customers 12. Your organisation's procedures and current data legislative requirements for maintaining customer records

Scope/range

Customers’ requirements include:

a) Information
b) Booking
c) Complaint

Confidentiality:

a) of organisation information
b) of customer information


Scope Performance


Scope Knowledge


Values


Behaviours

1. Read people and situations and react to them appropriately 2. Gain trust and build rapport 3. Deliver the best customer service possible to a range of customer types

Skills


Glossary


Links To Other NOS


External Links


Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT49

Relevant Occupations

Business Travel Consultant, Leisure and Travel Service Occupations, Leisure Travel Consultant, Overseas Resort Representative, Personal Service Occupations, Tourism Assistant, Tourism Information Officer

SOC Code

6212

Keywords

maintain, face-to-face, relationships, customers