This text addresses the whole area of interpersonal skills and
through its programme, investigates the skills needed to: create a
professional impression with customers face to face and over the
telephone; use active selling skills to increase sales of travel
and tourism products; deal with customer complaints in a
professional manner which will satisfy both parties; use a variety
of methods of communication to communicate effectively with
customers and with colleagues; develop and enhance internal staff
relationships through effective use of interpersonal skills; and
use interpersonal skills to enhance the performance of staff.;The
book has been designed to enable students to interact with the text
as far as possible. Each section of the book includes knowledge
required to perform tasks, a series of exercises to enable the
reader to check their understanding, and activities which will
allow the reader to put skills into practice in a real situation.
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