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여행상품상담실무(NCS기반)(3판)

(사)한국여행서비스교육협회

고객평점
발행일2021.08.25
판형변형판
쪽수332
ISBN9791166471261
판매가격 19,800원
배송비결제주문시 결제

총 금액 : 0원

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[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)






상품요약정보 : 서적
상품정보고시
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
거래조건에 관한 정보
거래조건
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.
01. 반품기한
  • 단순 변심인 경우 : 상품 수령 후 7일 이내 신청
  • 상품 불량/오배송인 경우 : 상품 수령 후 3개월 이내, 혹은 그 사실을 알게 된 이후 30일 이내 반품 신청 가능
02. 반품 배송비
반품 배송비
반품사유 반품 배송비 부담자
단순변심 고객 부담이며, 최초 배송비를 포함해 왕복 배송비가 발생합니다. 또한, 도서/산간지역이거나 설치 상품을 반품하는 경우에는 배송비가 추가될 수 있습니다.
상품의 불량 또는 오배송 고객 부담이 아닙니다.
03. 배송상태에 따른 환불안내
환불안내
진행 상태 결제완료 상품준비중 배송지시/배송중/배송완료
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
04. 취소방법
  • 결제완료 또는 배송상품은 1:1 문의에 취소신청해 주셔야 합니다.
  • 특정 상품의 경우 취소 수수료가 부과될 수 있습니다.
05. 환불시점
환불시점
결제수단 환불시점 환불방법
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
06. 취소반품 불가 사유
  • 단순변심으로 인한 반품 시, 배송 완료 후 7일이 지나면 취소/반품 신청이 접수되지 않습니다.
  • 주문/제작 상품의 경우, 상품의 제작이 이미 진행된 경우에는 취소가 불가합니다.
  • 구성품을 분실하였거나 취급 부주의로 인한 파손/고장/오염된 경우에는 취소/반품이 제한됩니다.
  • 제조사의 사정 (신모델 출시 등) 및 부품 가격변동 등에 의해 가격이 변동될 수 있으며, 이로 인한 반품 및 가격보상은 불가합니다.
  • 뷰티 상품 이용 시 트러블(알러지, 붉은 반점, 가려움, 따가움)이 발생하는 경우 진료 확인서 및 소견서 등을 증빙하면 환불이 가능하지만 이 경우, 제반 비용은 고객님께서 부담하셔야 합니다.
  • 각 상품별로 아래와 같은 사유로 취소/반품이 제한 될 수 있습니다.

환불불가
상품군 취소/반품 불가사유
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
내비게이션, OS시리얼이 적힌 PMP 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
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