Customer Service for All People

This course examines all aspects of the relations between the tourism operators, or the service suppliers, and the tourists as ... Show more

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Course Creator

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All Accessibility

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SPONSORS: VIAMOON CONSULTANCY & CAREADISE

Where Miracles Happen

Course Description:

This module delves into the critical aspects of customer service within the tourism sector, emphasizing the importance of inclusive practices. It explores the dynamic between tourism operators/service providers and tourists, focusing on providing excellent service to all individuals, including those with disabilities and specific access requirements.

Learning Objectives:

Upon successful completion of this module, participants will be able to:

Demonstrate effective communication and interaction with tourists with disabilities and specific access requirements.
Provide a warm and welcoming experience to all tourists, regardless of their abilities.
Adapt customer service strategies to effectively address the access needs of diverse clientele.
Integrate accessibility considerations into existing Customer Relationship Management (CRM) systems.

Theoretical-Technical Skills:

Master effective welcoming techniques.
Apply strong interpersonal communication skills.
Develop problem-solving abilities to address customer concerns effectively.
Provide fair and equitable service to all customers through appropriate communication and service delivery.

Module Contents:

Foundations of Inclusive Service:
- Principles of autonomy, integration, and independent living.
- Recognizing and addressing personal biases related to disability.
Understanding the Customer:
- Exploring the psychology of disability and understanding the diverse needs and abilities of customers.
Effective Customer Interaction:
- Developing appropriate communication and behavioral strategies for interacting with customers with disabilities.
Managing Specific Situations:
- Handling customer inquiries, complaints, and challenging situations effectively and sensitively.

Introduction to Customer Service for All People

1
Introduction

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Welcoming and Introduction of new module

Recap previous course module on: Types of Disabilities / Specific Access Requirements

What to expect in this course module

Point of View: Why we need to discern services for customers with specific access requirements?

Concept of autonomy, and integration, independent living principles.

Prejudices and stereotypes: self-analysis and self-evaluation to counteract personal biases

2

Practical Assignment

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INDIVIDUAL PRACTICAL TASK. PORTRAIT OF PERSON WITH A DISABILITY

Psychology of the Disability. Principle “Put the person first”

How to relate to the customer with specific access requirements: behaviour and body language

3
Body language or not

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Verbal communication and welcoming techniques

Role of non-verbal communication, elements

Different ways of communication. Persons with various disabilities and people with other access requirements

4

Impairements

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·       Physical impairments

·       Sensory impairments

o   Visual impairment

o   Hearing impairment

·       Intellectual impairments

·        Mental disorders

Other users

5
Others

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Older people (aged 65 or over)

Small children

Speech impairments

Invisible impairments/ disabilities

Management Of Specific Situations / Complaints

Conclusions

What is the main focus of this course?

This course focuses on providing excellent customer service within the tourism sector, with a strong emphasis on inclusivity and accessibility for individuals with disabilities.

Who is this course intended for?

This course is likely intended for tourism professionals, such as those working in hotels, restaurants, tour agencies, airports, and other tourism-related businesses.

Will this course help me improve my communication skills with customers who have disabilities?

Yes, the course specifically aims to help participants demonstrate effective communication and interaction with tourists with disabilities and specific access requirements.

How will this course help me create a more welcoming environment for all customers?

The course will provide strategies for providing a warm and welcoming experience to all tourists, regardless of their abilities, and for adapting customer service strategies to address the diverse needs of different clientele.

Will this course help me improve my problem-solving skills?

Yes, the course aims to help participants develop problem-solving abilities to effectively address customer concerns.

Will I learn how to provide fair and equitable service to all customers?

Yes, the course emphasizes the importance of providing fair and equitable service to all customers through appropriate communication and service delivery.

Will I learn about the psychology of disability?

Yes, the "Understanding the Customer" section will explore the psychology of disability and help participants understand the diverse needs and abilities of customers.

Will this course provide practical guidance on interacting with customers who have disabilities?

Yes, the "Effective Customer Interaction" section will focus on developing appropriate communication and behavioral strategies for interacting with customers with disabilities.

The Curriculum may vary by location and/or business entity.