Scheme of work



Scheme of work

|BTEC Level 3 National Travel and Tourism |Academic year: |

|Unit 4 Customer service in travel and tourism |Number of weeks: 20 |

|Broad aim: |Duration of session: 3 hours |

|Tutor(s): |Guided learning hours: 60 |

| |Credits: 10 |

|SB = Student Book |PPT = Presentation | |

|AS = Activity Sheet |NS = Non-supervised individual study time | |

|R = Research | | |

|Week |Outcome/topic |Content |Learner activity |Resources |Assessment and PLTS |Stretch and support |

|2 |LO1: Understand the |Discuss customer service: first impressions and |SB activity Creating an image |SB pp. 94–96 |P1, M1 |Learners could work in|

| |importance of providing|products and services offered; company image; speed and|AS2 Customer service online |AS2 Customer service online |PLTS IE, SM, EP, TW |pairs to answer |

| |excellent customer |accuracy of service; consistency; meeting customers’ |Watch video, answer questions and discuss customer | | |questions, providing |

| |service in travel and |needs; offering information and advice; dealing with |service provision | | |peer support |

| |tourism organisations |complaints and problems; meeting and exceeding | | | | |

| | |expectations | | | | |

| | |Video on customer service if available | | | | |

|3 |LO1: continued |Importance of good customer service to an organisation |Case study Thomson Holidays |SB pp. 96–98 |P1, M1, D1 |Less able learners may|

| | |and consequences of poor service |Prepare for visit – questionnaire and carry out | |PLTS TW, EP, CT, SM |need help preparing |

| | |Importance to the employee – working environment; job |research on organisation | | |questions |

| | |satisfaction; job security; possibility of higher | | | | |

| | |self-esteem | | | | |

|4 |LO1: continued |Arrange visit in good time |Attend visit: Ask questions about their customer |SB pp. 96–98 |P1, M1, D1 | |

| | | |service policies; take notes; make comparisons with | |PLTS TW, EP, SM, IE | |

| | | |other organisations; make recommendations for | | | |

| | | |improvement | | | |

|5 |LO1: continued |Importance of good customer service to an organisation |SB activity What happens when resources are |SB pp. 96–98 |P1, M1, D1 |Learners can complete |

| | |and consequences of poor service – keeping customers |inadequate? |PPT slide 2 |PLTS SM, IE |these activities in |

| | |satisfied; increasing customer loyalty; repeat |SB activity Making an impact | | |groups and present |

| | |business; organisation image; competitive edge; sales | | | |their findings |

| | |and usage | | | | |

|6 |LO1: continued |The importance to the customer of excellent customer |SB activity What makes excellent service? |SB pp. 98–99 |P1, M1, D1 | |

| | |service – meeting customer needs; exceeding customer |AS3 Customer service case studies |AS3 Customer service case |PLTS SM, IE | |

| | |expectations; safe and secure environment for internal | |studies | | |

| | |and external customers | |PPT slides 3–4 | | |

|7 |LO2: Know how travel |Knowledge of different types of customers; find |AS4 Types of customers |SB pp. 99–100 |P2 | |

| |and tourism |videos/DVDs and prepare questions |Listen to and discuss information on types of |AS4 Types of customers |PLTS TW, EP, IE, SM | |

| |organisations adapt | |customers |PPT slide 5 | | |

| |customer service to | | |DVDs on customers if | | |

| |meet the individual | | |available with questions | | |

| |needs of customers | | | | | |

|8 |LO2: continued |Knowledge of the needs of different types of customer: |SB activity Asking the right questions |SB pp. 100–102 |P2, M1, D1 |AS5 More able learners|

| | |discuss the needs of customers and associated |AS5 Individual needs |AS5 Individual needs |PLTS IE, SM, RL, CT |to complete stretch |

| | |terminology (stated and unstated needs; products and |SB activity Meeting needs |Internet access | |activity |

| | |services; special needs; cultural and language needs; |Learners prepare a presentation describing the needs | | | |

| | |other needs |of a couple visiting London from Sheffield travelling | | | |

| | | |by train – they have been twice before – and a couple | | | |

| | | |visiting London from Frankfurt, Germany. They do not | | | |

| | | |speak English and this is their first visit. Show how | | | |

| | | |their differing motivations and needs can be met by | | | |

| | | |customer service in a hotel and at a London visitor | | | |

| | | |attraction. | | | |

|9 |LO2: continued |Assignment workshop, assessment activity 4.1 |Learners complete assessment activity 4.1 |SB p. 103 |P1, P2, M1, D1 | |

| | | | | |PLTS RL, CT, IE, SM | |

|10 |LO3: Know the customer |Knowledge of communication skills: face-to-face, |SB activity Assess yourself |SB pp.103–109 |P3 |AS6 More able learners|

| |service skills required|telephone, building rapport, effective listening, |SB activity Listening skills |AS6 Open and closed questions|PLTS IE, SM, EP, TW |to complete stretch |

| |to meet customer needs |questioning, non-verbal communication, written |SB activity Active listening |AS7 My own skills | |activity |

| |in travel and tourism |communication dialogue, discuss information on stages |SB activity Changing questions |PPT slide 6 | | |

| |contexts |of customer service |AS6 Open and closed questions | | | |

| | | |AS7 My own skills | | | |

| | | |Learners identify and categorise the skills needed to | | | |

| | | |give good customer service – compare with other groups| | | |

| | | |and finish with one combined list | | | |

|11 |LO3: continued |Discuss non-verbal and written skills and presentation |SB activity Body language |SB pp. 107–110 |P3, P4 |Learners can evaluate |

| | |and teamwork (as per unit content in specification) |Case study Training cabin crew in customer service at | |PLTS IE, SM, CT, RL |each other’s work |

| | | |Virgin Atlantic | | | |

| | | |SB activity Choosing the best way to communicate | | | |

| | | |Learners write a piece for a company handbook on how | | | |

| | | |airline staff should present themselves for work | | | |

|12 |LO3: continued |Knowledge of completing documentation and handling |AS8 Complaint form |SB pp. 110–111 |P3, P4 |AS8 More able learners|

| | |complaints (listening; questioning; empathising; | |AS8 Complaint form |PLTS IE, SM |to complete stretch |

| | |understanding the problem; taking control of the | |PPT slide 7 | |activity |

| | |situation; agreeing solutions; follow up) | | | | |

|13 |LO3: continued |Knowledge of selling skills: stages of a sale; building|SB activity Features and benefits |SB pp. 111–114 |P3, P4, P5, M2, D2 |AS9 More able learners|

| | |rapport; customer needs and expectations; product |SB activity Overcoming objections |AS9 Features and benefits |PLTS EP, TW, RL |to complete stretch |

| | |knowledge; features and benefits; overcoming |AS9 Features and benefits |PPT slide 8 | |activity |

| | |objections; closing the sale |Learners describe situations where they have used | | | |

| | | |customer service skills and analyse their | | | |

| | | |effectiveness | | | |

|14 |LO3: continued |Visit to a local travel and tourism organisation to |Attend visit and gather information on how the |SB pp. 103–114 |All | |

| | |carry out a survey |organisation meets the needs of customers | |PLTS EP, TW, SM, IE | |

|15 |LO3: continued |Preparation for visiting speaker from a travel and |Prepare questions for during the visit and carry out |SB pp. 103–114 |P3 |Less able learners may|

| | |tourism organisation |research on the visiting organisation. | |Assessment activity |need support with |

| | | |Assessment activity 4.2 | |4.2 |preparing questions |

| | | | | |PLTS IE,SM, RL, CT | |

|16 |LO3: continued |Visiting speaker from a travel and tourism organisation|Attend visit: ask questions about their customer |SB pp. 103–114 |All | |

| | | |service policies and take notes | |PLTS EP, TW, IE | |

|17 |LO4: Be able to apply |Prepare witness statements for role-play (customer |AS10 Tobago complaint (Task 1) |SB p.115 |All |AS10 Stretch activity:|

| |customer service skills|service and situations – as per unit content in |AS10 Tobago complaint (Task 2) |AS10 Tobago complaint |PLTS IE, SM |write a letter of |

| |in travel and tourism |specification) | | | |complaint |

| |situations | | | | | |

|18 |LO4: continued |Prepare witness statements for role-play |AS11 Evaluation |SB p.115 |All | |

| | | |AS12 Role-play (Scenario 1 and 2) |AS11 Evaluation |PLTS EP, TW, RL, CT | |

| | | |Learners complete role-plays and evaluate peers using |AS12 Role-play | | |

| | | |form | | | |

|19 |LO4: continued |Prepare witness statements for role-play |AS11 Evaluation |SB p.115 |All | |

| | |Completion of assessment activities 4.1 and 4.2 |AS12 Role-play (Scenario 3) |AS11 Evaluation |PLTS EP, TW, IE, RL, | |

| | | |Learners complete role-plays and evaluate peers using |AS12 Role-play |CT, SM | |

| | | |form | | | |

| | | |Assessment activity 4.1 and 4.2 | | | |

|20 |Assignment completion |Completion of assessment activity 4.3 |Assessment activity 4.3 |SB pp.116–118 |All | |

| | | |SB Assignment tips | |PLTS EP, TW, IE, | |

| | | | | |RL,CT, SM | |

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Unit 4 Customer service in travel and tourism

73

BTEC Level 3 National Travel and Tourism

© Pearson Education Ltd 2010. Copying permitted for purchasing institution only. This material is not copyright free.

BTEC Level 3 National Travel and Tourism

Unit 4 Customer service in travel and tourism

70

© Pearson Education Ltd 2010. Copying permitted for purchasing institution only. This material is not copyright free.

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