Handling unforeseen situations
Learning Unit n°10 of LEARNING MODULE N° 2: “The Access Requirements of Tourists and Customer Care”
Objective
The goal of this learning unit is to identify the possible critical situations which may happen before, during and after the travel and may create discomfort, poor service and inefficiency in the provision of a tourism product. The desired condition will be the smooth delivery of all the services included within the Tourism Service chain, thus meeting the needs of all customers, including persons with disabilities and others with specific access requirements.
The learning unit shows how to recognise a range of critical situations and react in a proactive way to reduce/minimise the problem. The trainer should be able to teach others how to improve the following skills:
- Be aware of the entire structure of the service the company is providing and the connections with service providers who contribute to the complete delivery of the service.
- Have a full vision/understanding of how and where to intervene with internal and external providers to make sure that the problem will be solved promptly.
- Verify the proposed solution with the customer.
Contents
Description of possible situations which may happen and which might create a problem/failure in the delivery of the tourism package or activity. Identification of the organisations/companies, both public and private, which have the responsibility to intervene to solve the problem.