Customer service in Polish 1.S3.JAT.PP.36
Course objective:
The aim of the course is for students to learn about various aspects of customer service of a large travel agency.
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Course content
- The activity of a large travel agency on the example of Private Travel Agency SINDBAD.
- Support for the B2C, B2B segment.
- Getting to know the products and services offered by the travel agency.
- Sales and after-sales service.
- Travel agent customer service channels.
- Individual client in a travel agency.
- Institutional client of a travel agency, various professional groups.
- Types of customer behavior. Difficult customer service as an element of everyday work of a tourist industry employee.
- Pro-customer attitude. Pro-client communication.
- Tour operator activity of a travel agency.
- Sales techniques.
- Clothing and savoir vivre of the employee as an element of customer service.
- Netiquette, a set of rules for good behavior on the Internet and electronic communication.
- Characteristics of an employee of the tourism industry.
- Office working hours and travel agency accessibility.
- Customer service in emergency situations.
- Human needs and travel agency customer needs.
- Sales funnel - customer service at individual stages.
- Customer loyalty.
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Methods of instruction/ forms of classroom activity
workshop, discussion, case study, presentation, ICT tools, MSTeams
Field of study
Student workload
Study level
Education profile
Type of course
The semester in which the subject is carried out
Mode
(in Polish) Realizowany w terenie
Course coordinators
Term 2024/25-Z: | Term 2023/24-Z: | Term 2022/23-Z: |
Learning outcomes
Learning outcomes according to PQF 2019
Knowledge
The student knows and understands:
1. principles of organization and operation of a large travel agency (k_W07/P6S_WK)
2. methods of diagnosing travel agency customer needs - individual and institutional (k_W09/P6S_WK)
3. procedures, standards, good practices used in the service of travel agencies (k_W10/P6S_WK)
Skills
The student is able to:
4. be innovative in solving tasks related to customer service of a travel agency (k_U02/P6S_UW)
5. independently plan, organize and implement typical projects related to customer service of a travel agency (k_U06/P6S_UW)
6. participate in business communication related to travel agency customer service in Polish (k_U12/P6S_UK)
Social competence
The student is ready to:
7. comply with the rules of professional ethics in the context of customer service of a travel agency in Polish (k_K06/P6S_KR)
Assessment criteria
Forms of evaluation of learning outcomes:
1. Active participation in the workshops - 50% of the final grade (effects 1,2,3,4,5,6,7)
2. Commissioned works (homework) - 25% of the final grade (effects 1,2,3,5,7)
3. Oral presentation during final classes - 25% of the final grade (effects 1,2,3,4,6)
Pass at 60% of the final grade.
Bibliography
Reading list:
„Kultura biznesu: normy i formy” - Irena Kamińska-Radomska. Wydawnictwo Naukowe PWN, 2012
„Mowa ciała” – B.Pease, A.Pease, Wydawnictwo Rebis, 2008
„Obsługa ruchu turystycznego – teoria i praktyka” – Z. Kruczek, Wydawnictwo Proksenia, 2014
„Sztuka perswazji czyli język wpływu i manipulacji” – A. Batko, Wydawnictwo Onepress, 2011
Additional information
Additional information (registration calendar, class conductors, localization and schedules of classes), might be available in the USOSweb system: