People working for tourism organisations will come into contact with customers on a regular basis. Often, they will be selling products of the tourism industry to their customers. You may not be able to actually see or take home the product because the product is intangible, but it is still a product. Holidays, hotel stays and theme park tickets are all products of the tourism industry.
Very often people working in the tourism industry have to provide advice to their customers, or provide detailed information – so they need to be sure of their facts!
People working in the industry might also have to deal with complaints made by customers – mistakes can be made! Increasingly customers can make complaints or give compliments, using social media.
In this section, you will be learning about the ways in which tourism organisations interact with their customers, and the importance of being confident when providing information to customers.