여행상품상담실무(NCS기반)(3판)

[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)