[도서소개]
본교재는 NCS능력단위에 따라 여행상품 상담사가 갖추어야 할 고객응대, 상품추천, 여행요금상담, 예약수배업무, 여행상품 계약, 여행고객 관리 등의 내용으로 구성되었다.
상품추천부분에서는 QR코드를 활용한 동영상자료를 담고 있어서 학습자들이 흥미롭게 전 세계의 유명 관광지에 대한 이해를 높일 수 있도록 하였다.
[목차]
Chapter 01 고객 응대
1. 고 객 ···································································································· 4
1 고객의 개념········································································ 4
2 고객 응대 태도···································································· 5
3 효과적인 고객 응대를 위한 음성조절······································· 7
2. 전화 응대하기·······················································································10
1 전화 응대의 특성 및 중요성 ·················································10
2 상담 매뉴얼에 따른 인사멘트················································12
3 고객 문의 · 요구사항 파악 및 기록···········································16
3. 방문 응대하기·······················································································19
1 용모와 복장·······································································19
2 고객 응대 태도·································································· 24
3 고객의 요구사항 파악 및 기록·············································· 28
4. 온라인 응대하기··················································································· 28
1 온라인 문의사항 확인························································· 28
2 여행상품 자료정보 확인 및 답변··········································· 29
3 고객 정보 데이터 구축·························································31
Chapter 02 상품 추천
1. 고객 정보 파악하기·············································································· 34
1 고객 기본정보 파악···························································· 34
2 고객 여행패턴 확인···························································· 35
3 관광자원의 특성에 따른 여행패턴········································· 36
2. 고객 욕구 파악하기·············································································· 40
3. 상품 추천하기······················································································ 40
1 목적별 · 테마별 상품추천······················································41
2 요금별 상품추천·································································49
3 지역별 상품추천································································ 54
4 계절별 상품추천·······························································109
Chapter 03 상담교육
1. 여행정보 파악하기··············································································112
1 여행정보의 이해······························································· 112
2 인터넷과 여행정보서비스··················································· 117
3 해외여행상품 필수정보의 내용············································ 119
4 여행상품의 핵심정보 일괄표시············································126
5 가격정보의 분명한 표시·····················································128
2. 상품상담 매뉴얼 작성하기·································································· 129
1 상담 매뉴얼의 목표···························································129
2 좋은 매뉴얼의 특징···························································130
3 상품상담 매뉴얼의 활용방안···············································131
3. 여행상담 매뉴얼·················································································131
1 여행상담 매뉴얼의 정의 및 작성목적····································131
2 여행상담 매뉴얼의 구성요소···············································132
3 매뉴얼 작성 시 검토사항····················································132
4 여행상품 매뉴얼 예시························································133
Chapter 04 상담자료 작성
1. 설명자료 수집하기············································································· 142
1 설명자료의 중요성····························································142
2 안내정보 유형··································································142
3 Off-line(오프라인) 관광정보 형태·········································143
4 On-line 관광정보·····························································155
2. 설명자료 작성하기············································································· 158
1 여행일정표 작성하기·························································158
2 현지 여행정보 작성하기·····················································171
3 관광지 안전정보 작성하기·················································· 176
3. 자료 수신처 확인 및 자료 전달하기····················································· 180
1 여행정보의 제공방법·························································180
2 고객선호 수신방법····························································184
Chapter 05 여행요금 상담
1. 여행요금 산출하기············································································· 188
1 항공운임·········································································188
2 지상비············································································192
3 기타 비용 ·······································································193
4 수익···············································································194
2. 원가표 작성하기··················································································195
1 원가계산서의 작성····························································195
2 원가 조율하기 ·································································197
3. 상담하기·························································································· 198
1 여행견적서 제출·······························································198
2 여행견적서 작성방법·························································198
Chapter 06 예약 수배 업무
1. 항공 예약하기····················································································204
1 항공예약의 목적·······························································204
2 항공예약 관련 코드···························································204
3 항공예약 기록··································································208
4 항공예약업무 수행 시 유의사항···········································210
5 항공권의 판독··································································210
2. 지상 수배하기·····················································································212
1 지상수배와 랜드 오퍼레이터의 역할·····································212
2 지상견적 의뢰업무····························································213
3 지상수배 업무 ·································································217
4 지상수배 확정서 ······························································218
5 예산 및 정산하기······························································221
Chapter 07 여행상품 계약
1. 계약 서류 작성하기············································································ 226
1 계약 기본 서류 작성하기····················································226
2 여행자 보험에 대한 이해····················································231
3 여행약관에 대한 이해························································234
2. 계약 체결하기···················································································· 249
1 계약에 따른 주의사항 안내하기···········································249
2 계약금 수령 및 계약 체결하기·············································250
3 여행상품 계약금 결제 수단·················································254
3. 최종 입금 확인하기············································································ 258
1 최종 입금액 확인하기························································258
2 입금 통보와 영수증 발급하기··············································258
Chapter 08 여행고객 관리
1. 고객에게 감사 인사하기······································································ 264
2. 고객의 클레임 파악과 대처하기··························································· 265
1 고객의 클레임··································································265
2 서비스 회복의 중요성 및 유형··············································266
3 불만고객의 심리·······························································266
4 여행업무 과정별 고객의 클레임 파악····································267
5 여행상품 구성항목별 고객의 클레임 파악······························269
6 고객의 클레임 대처 원칙····················································271
7 고객의 클레임 대처 단계····················································273
8 클레임 고객의 유형별 대처·················································276
9 기업들이 꼽는 블랙 컨슈머의 전형적 행동 및 응대 요령···········283
3. 재방문 고객 창출하기·········································································284
1 고객관리의 필요성····························································284
2 고객관리 전략··································································285
3 여행업무와 개인정보 보호··················································287
4. 여행불편신고처리 사례······································································288
1 계약취소 및 취소수수료관련 불편신고사례····························290
2 일정변경 및 누락 관련 불편신고사례····································297
3 안내원(가이드) / 인솔자 관련 불편신고사례····························305
4 숙박 관련 불편신고사례·····················································313
5 상담원 관련 불편신고사례··················································320
6 교통 관련 불편신고사례·····················································322
참고문헌··································································································330
[저자소개]
이병열(인덕대학교 관광서비스경영학과 교수)
천덕희(UTC Tour 대표이사 / 순천향대학교 관광경영학과 겸임교수)
이은민(사단법인 한국여행서비스교육협회 사무국장 / 여행시간 대표이사)
용환재(진주보건대학교 관광과 교수)
서정원(대림대학교 호텔관광과 교수)
최동열(서영대학교 항공서비스과 교수)
김종아(동남보건대학교 글로벌관광서비스과 일본어전공 교수)
정대봉(경복대학교 국제관광과 교수)
김경희(H&S 커뮤니케이션즈 대표이사 / 안산대학교 관광영어과 겸임교수)
김재곤(원광보건대학교 글로벌호텔관광과 교수)
김효경(한국관광대학교 관광경영과 교수)
도서명 | 상세설명페이지 참고 |
---|---|
저자 | 상세설명페이지 참고 |
출판사 | 상세설명페이지 참고 |
크기 | 상세설명페이지 참고 |
쪽수 | 상세설명페이지 참고 |
제품구성 | 상세설명페이지 참고 |
출간일 | 상세설명페이지 참고 |
목차 또는 책소개 | 상세설명페이지 참고 |
재화 등의 배송방법에 관한 정보 | 상품 상세설명페이지 참고 |
---|---|
주문 이후 예상되는 배송기간 | 상품 상세설명페이지 참고 |
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회 시 소비자가 부담하는 반품비용 등에 관한 정보 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회가 불가능한 경우 그 구체적 사유와 근거 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
재화등의 교환ㆍ반품ㆍ보증 조건 및 품질보증 기준 | 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다. |
재화등의 A/S 관련 전화번호 | 상품 상세설명페이지 참고 |
대금을 환불받기 위한 방법과 환불이 지연될 경우 지연에 따른 배상금을 지급받을 수 있다는 사실 및 배상금 지급의 구체적 조건 및 절차 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
소비자피해보상의 처리, 재화등에 대한 불만처리 및 소비자와 사업자 사이의 분쟁처리에 관한 사항 | 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다. |
거래에 관한 약관의 내용 또는 확인할 수 있는 방법 | 상품 상세설명페이지 및 페이지 하단의 이용약관 링크를 통해 확인할 수 있습니다. |
반품사유 | 반품 배송비 부담자 |
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단순변심 | 고객 부담이며, 최초 배송비를 포함해 왕복 배송비가 발생합니다. 또한, 도서/산간지역이거나 설치 상품을 반품하는 경우에는 배송비가 추가될 수 있습니다. |
고객 부담이 아닙니다. |
진행 상태 | 결제완료 | 상품준비중 | 배송지시/배송중/배송완료 |
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어떤 상태 | 주문 내역 확인 전 | 상품 발송 준비 중 | 상품이 택배사로 이미 발송 됨 |
환불 | 즉시환불 | 구매취소 의사전달 → 발송중지 → 환불 | 반품회수 → 반품상품 확인 → 환불 |
결제수단 | 환불시점 | 환불방법 |
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신용카드 | 취소완료 후, 3~5일 내 카드사 승인취소(영업일 기준) | 신용카드 승인취소 |
계좌이체 |
실시간 계좌이체 또는 무통장입금 취소완료 후, 입력하신 환불계좌로 1~2일 내 환불금액 입금(영업일 기준) |
계좌입금 |
휴대폰 결제 |
당일 구매내역 취소시 취소 완료 후, 6시간 이내 승인취소 전월 구매내역 취소시 취소 완료 후, 1~2일 내 환불계좌로 입금(영업일 기준) |
당일취소 : 휴대폰 결제 승인취소 익월취소 : 계좌입금 |
포인트 | 취소 완료 후, 당일 포인트 적립 | 환불 포인트 적립 |
상품군 | 취소/반품 불가사유 |
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의류/잡화/수입명품 | 상품의 택(TAG) 제거/라벨 및 상품 훼손으로 상품의 가치가 현저히 감소된 경우 |
계절상품/식품/화장품 | 고객님의 사용, 시간경과, 일부 소비에 의하여 상품의 가치가 현저히 감소한 경우 |
가전/설치상품 | 전자제품 특성 상, 정품 스티커가 제거되었거나 설치 또는 사용 이후에 단순변심인 경우, 액정화면이 부착된 상품의 전원을 켠 경우 (상품불량으로 인한 교환/반품은 AS센터의 불량 판정을 받아야 합니다.) |
자동차용품 | 상품을 개봉하여 장착한 이후 단순변심의 경우 |
CD/DVD/GAME/BOOK등 | 복제가 가능한 상품의 포장 등을 훼손한 경우 |
상품의 시리얼 넘버 유출로 내장된 소프트웨어의 가치가 감소한 경우 | |
노트북, 테스크탑 PC 등 | 홀로그램 등을 분리, 분실, 훼손하여 상품의 가치가 현저히 감소하여 재판매가 불가할 경우 |