v:* {behavior:url(#default#VML);}
o:* {behavior:url(#default#VML);}
w:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
Normal
0
false
false
false
false
EN-AU
X-NONE
X-NONE
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:”Table Normal”;
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:””;
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin:0cm;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:10.0pt;
font-family:”Calibri”,sans-serif;
mso-ansi-language:EN-AU;
mso-fareast-language:EN-AU;}
table.MsoTableGrid
{mso-style-name:”Table Grid”;
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-unhide:no;
border:solid windowtext 1.0pt;
mso-border-alt:solid windowtext .5pt;
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-border-insideh:.5pt solid windowtext;
mso-border-insidev:.5pt solid windowtext;
mso-para-margin:0cm;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:”Calibri”,sans-serif;
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:Calibri;
mso-fareast-theme-font:minor-latin;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:”Times New Roman”;
mso-bidi-theme-font:minor-bidi;
mso-ansi-language:EN-AU;
mso-fareast-language:EN-US;}
Part A: Two Role Plays (15%)
Scenario
The travel industry is a service industry.
Customers expect to receive good service.
Each student will take turns playing the customer for 5 minutes in the following role play scenarios. They then will be the Travel agent for 5 minutes in the alternate simulated scenario.
2 role plays, 5 minutes each.
You will need to book with your trainer a time to complete both role plays in Week 9.
5 minutes’ role play as the customer as outlined below.
5 minutes’ role play as the Travel Agent, as outlined below
Scenarios
Role play A1: Student-student as customer
You are Mr/Mrs Jones. You have been using this Flight Centre travel agency for the last 6 years. You have booked a holiday to Queensland with your consultant and you are departing in 2 months. You ring the travel agency to speak to your consultant but she/he is not there on the day. You tell the person Sarah who answers the phone that you need to change the dates of your holiday from the 15 April to the 17 April 20XX. Sarah assures you that she will make the necessary changes for you.
You go to the travel agency a month later to see your consultant and to pick up your documents when you notice that your request has not been actioned by Sarah as promised.
You as the passenger are nowworried that it might be too late to change the dates and your preferred dates may not be available anymore.
Role play A2: Student-student as travel agent
Your customer Mr/Mrs Jones, who has have been using your travel agency for the last 6 years has booked a holiday to Queensland with you at Flight Centre and are departing in 1 months. You customer comes in to pick up travel documents but once they receive them they notice a problem and they seem very agitated and upset. They inform you of the issue and complain about the service they have received from the agency over the last month and express their worry and concern about their holiday booking being finalised.
Your role as an agent means that you must acknowledge the complaint, make necessary investigations and also deal with customer as per the company complaint policy. You must resolve the issue in order to retain a loyal customer.
Issues to be outlined in case studies
· New Dates not available so you anticipate what you are going to offer the client.
· May need to communicate with team member for proper investigation eg Sarah
· Ensure internal and external customer dealings are professional.
· How would you follow up with Sarah (Internal)
Marking Sheet for Role Play
(10% possible for each role play A1 and A2 – Total 15% of subject)
Certificate IV Travel &Tourism Date______________________
NAME:_____________________________
Role Played as : A1 Mr/Mrs Jones A2 Agent
|
Criteria |
Not Satisfactory |
Satisfactory |
|
Proactively respond to difficult service situation. · Identify problems with the products or services that are not available and advise customers on alternative products and services. Proactively compensate for the difficulty in line with the organisational policy. . |
<1.5 |
1.5-3 |
|
Resolve customer complaints. · Problem solving skills to identify and suggest alternative products and services when the customer’s desired products are unavailable and address customer’s objections as well as to recognise customer dissatisfaction and resolve or refer complaints for a number of reasons. Importance of acting swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.
|
<1.5 |
1.5-3 |
|
Develop customer relationship · Promote repeat business by offering promotional services according to individual empowerment and organisational policy. Maintain customer profiles to enhance service delivery. Provide personalised service to customers in a professional manner that builds repeat business. Provide tailored products and services based on customer profile.
|
<0.5 |
0.5-1.5 |
Part B: Report (25%)
Scenario
The travel industry is a service industry.
Customers expect to receive good service
Written Tasks
B1. (10 marks possible)
As per the information provided in the role play you are required to establish the business customer complaints policies and procedures of the Travel Company, in order to comply with for legislative/regulation/legal reasons and use them to complete your role play. as you will need them in order to complete your role play.
B2. (10 marks possible)
Based on the information provided in the role plays above (A1 and A2) you are required to design a template of a complaint register that would be used in the Flight Centre travel office. You are also required to complete the register with the client’s complaint information of the role play (A1 and A2). (Use examples such as; time of complaint , staff member served, statement of reason/ issue based on the above plus fictitious information)
B3. (5 marks possible)
Please provide a customer feedback form specifically for Flight Centre Sydney that your customers can use in order to let you know about the service & products that you supplied.
REQUIREMENTS AND DELIVERABLES
1. What To Submit:
· Hard copy of the project report Part B1, B2, and B3 with cover pages.
2.When To Submit:
· Week 9
· Role plays will be held in week 9.
Note: Late assessments/ non attendance will have a maximum mark of 20/40.
3. Performance/Submission Standards:
· Assessment Cover Page
Part B: Complaint
B1 Complaint Policy and procedures for Flight Centre (10 marks)
B2 Complaint register – Blank and completed based on A1 and A2 (10 marks)
B3 Customer Feedback Form – Blank ( 5 marks)
Assessment Matrix – your lecturer will use this matrix to assess your satisfactory competence.
|
Complaints Policy & Procedures |
Insufficient information provided |
Satisfactory information provided |
Sufficient information provided with a clear understanding of the content |
High level of information provided demonstrating a clear understanding of the content. |
Exceptional level of information provided demonstrating a thorough understanding of the content. |
|
|
<5 |
5 |
5-7 |
7-9 |
>9 |
/10 |
|
|
Complaints Registry |
Insufficient information provided |
Satisfactory information provided |
Sufficient information provided with a clear understanding of the content |
High level of information provided demonstrating a clear understanding of the content. |
Exceptional level of information provided demonstrating a thorough understanding of the content. |
|
|
<5 |
5 |
5-7 |
7-9 |
>9 |
/10 |
|
|
Customer Feedback From |
Insufficient information provided |
Satisfactory information provided |
Sufficient information provided with a clear understanding of the content |
High level of information provided demonstrating a clear understanding of the content. |
Exceptional level of information provided demonstrating a thorough understanding of the content. |
|
|
<2.5 |
2.5 |
2.5-3.5 |
3.5-4.5 |
>4.5 |
/5 |
|
|
Role plays |
Insufficient information provided |
Satisfactory information provided |
Sufficient information provided with a clear understanding of the content |
High level of information provided demonstrating a clear understanding of the content. |
Exceptional level of information provided demonstrating a thorough understanding of the content. |
|
|
<5 |
5-8 |
8-11 |
11-14 |
>14 |
/15 |
Part B