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Develop and maintain relationships with remote customers

URN: PPLTT52
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about developing and maintaining positive relationships customers in an intensely people-oriented industry even when not face-to-face with them.

This involves using a variety of communication channels to engage with customers such as the telephone, email, video and VOIP, text message, live chat, internet and paper-based forms of contact.
The standard is for travel and tourism staff engaged in remote forms of contact with customers. There is a separate standard for travel and tourism staff engaged in face-to-face 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 remote customers

Performance criteria

You must be able to:

1. Check the remote communication channel where required is functioning 2. Greet and address the remote customers in accordance with organisational procedure 3. If a colleague is monitoring your interaction with the remote customer or the interaction is being recorded, inform and obtain the customers agreement where required in line with your organisation's requirements 4. Establish the remote customers' requirements in line with organisational procedures 5. Communicate with remote customers in a way which develops and maintains positive relationships with them and promotes the customer service values of your organisation 6. Adapt your approach with your remote customers according to their needs and in line with your organisation’s procedures 7. Acknowledge the points raised, responses made and your understanding of the requirements of face-to-face customers throughout the interaction 8. Where necessary, manage switches between communication channels to make the process as seamless as possible for customers 9. Confirm the different ways of meeting remote customers’ needs and take action accordingly 10. Explain any delay in responding to remote customers' needs 11. Maintain the flow of dialogue to keep customers informed of relevant actions being undertaken as the interaction progresses 12. Use the remote resources in line with organisational procedures 13. Provide information to customers in line with their needs and in a way which helps them understand 14. Where necessary, refer the remote customers to colleagues, explaining the reasons for the referral, in accordance with organisational procedures 15. Carry out any undertakings made to remote customers within the timescale indicated 16. Maintain confidentiality in line with organisational requirements and relevant legislation 17. 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 remotely 2. Your organisation's procedures for informing customers where colleagues are monitoring your interaction, or your interaction is being recorded 3. Your organisation’s customer service values and procedures for developing and maintaining relationships with remote customers 4. Communication techniques and how to adapt these to the needs of different remote customers, communication channels and situations 5. The importance of recognising diversity in relation to age, disability, religion, sexual orientation, gender identity, and ethnicity 6. How to handle voice conversations involving a 'translator' acting on behalf of someone with hearing difficulties and the importance of being patient during such conversations 7. When to use open, closed and probing questions, depending upon the information being sought and the requirements of different customers 8. The techniques for maintaining control of interactions whilst promoting a positive relationship with customers 9. How to handle voice conversations involving a 'translator' acting on behalf of someone with hearing difficulties and the importance of being patient during such conversations 10. The importance of effective “listening” and developing a rapport with the customer 11. The importance of maintaining a flow of interaction with customers and techniques for ensuring that this occurs whilst you update screens and manage other resources relating to such interactions 12. How to promote your organisation’s customer service values when communicating with remote customers 13. When, how and to whom to refer remote customers 14. The importance of following up on undertakings to meet customers’ needs 15. The importance of maintaining confidentiality during remote interactions with customers 16. Your organisation's procedures and current data legislative requirements for maintaining customer records

Scope/range

Remote communication channels include:

a) Telephone
b) Email
c) SMS
d) On-line chat
e) Paper-based
f) Social media
g) Video
h) VOIP

Customers’ requirements include:

a) Information
b) Booking
c) Complaint

Resources include:

a) Communications equipment
b) Information screens
c) Materials
d) Information
e) Time

Confidentiality:

a) of organisation information
b) of customer information

Scope Performance

Scope Knowledge

Values

Behaviours

1. Introduce yourself positively, concisely and clearly using words accepted by your organisation; reflecting an interest in the customers' needs using your tone of voice, inflection and language 2. Handle the conversation in a professional manner and at a pace to suit the needs of customers throughout the conversation 3. Close conversations effectively and on a positive note, using words accepted by your organisation 4. Communicate clearly and concisely and at a pace to suit customers whilst maintaining control of the conversation 5. Use appropriate questions to obtain relevant information and to clarify customers' requirements 6. Choose words that fit with customers' level of understanding and avoid the use of jargon 7. Acknowledge and confirm regularly throughout the conversation, your understanding of what customers are saying 8. Give responses that demonstrate empathy 9. Take positive action to develop and maintain a supportive atmosphere with customers 10. Remain calm and maintain an effective level of control for the conversation

Skills

Glossary

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

30 Jun 2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT52

Relevant Occupations

Leisure and Travel Service Occupations, Personal Service Occupations, Senior Customer Service Adviser, Senior Leisure Travel Consultant, Senior Travel Adviser, Team Leader, Tourism Assistant, Tourism Information Officer

SOC Code

6212

Keywords

maintain, relationships, customers, remote