Principles of customer service

AC 2.1 - Describe needs of different types of customer


New customers of tourism organisations need to be welcomed properly and perhaps be given some help and guidance to make sure they feel comfortable.

This is not only true for tourism organisations; for example, new students and their parents will feel the same way when they visit a new school for the first time.


Imagine that you have been asked to meet the parents of a new student at your school and give them a tour.

Working with a partner or in a small group, plan a 30-minute tour of your school buildings, pointing out the important buildings and features.

You could practice your customer service skills by providing the tour to your classmates.

You can either record your plan in the online writing-frame or on a normal word document.