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········································· 3


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 04 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