Tourism, like any industry, relies on a constant supply of customers to be profitable and succeed. Providing appropriate levels of customer service is crucial to the survival of any business in any industry. There are a number of considerations specific to the tourism industry when it comes to customer interaction. Customers are not engaging with the industry every day – for most people, a tourism experience is a special event in their lives. This film explores a number of areas relating to customer interaction in the tourism industry – including the importance of excellent customer service and how to deliver it, gathering information to assess customer needs, products, services and product knowledge, assistance and assurance, privacy, health and safety, technology, dealing with complaints and monitoring customer service. There are street interviews and reflections from a range of experts.

Originally released by Video Education America (VEA), 2012. Streaming video file encoded with permission for digital streaming by Infobase on January 19, 2017.

Importance of Customer Service (3:23); --Delivering Excellent Customer Service (0:54); -- What Makes Good Customer Service? (1:45); -- Customer Needs (6:58); -- Technology (3:12); -- Customer Complaints (2:54); -- Monitoring Service (5:49); -- Credits: Impacts on Tourism - Customer Interaction (0:43); .