Client in Tourism (in English)

Syllabus

1. Client, customer, consumer, theoretical approaches and their application in practice. Sociological and economic aspects of demand for tourism products. Types of motivation in relation to selected forms of tourism. Client segmentation. Reference groups. 2. Client satisfaction with tourism services - methods of measuring client satisfaction in practice; factors affecting the satisfaction of tourism clients; factors affecting the loyalty of tourism clients and the methodology for measuring service quality. 3. Ethics and etiquette in relation to the client - the customer in personal and online communication in the application of accommodation and catering services. Personal data protection. Tools and technologies for collecting and using client data. 4. Communication with clients in tourism - verbal, non-verbal and intercultural communication. Resolving conflicts and client complaints. Digital communication in tourism. Personalisation of communication using technologies (CRM systems, chatbots, automated messages). 5. Characteristics of the segment and specific needs of young people, families with children and seniors. The life cycle of the family and their needs in tourism. Social and state support for the participation of the above segments in tourism. 6. Requirements of health (movement, vision and hearing) disadvantaged clients. Measures aimed at satisfying the needs of health-disadvantaged clients from the aspect of the technical base and personal approach in tourism services. 7. Characteristics of clientele segments in terms of religious customs. Specifics of catering, social and consumption customs in tourism services with a focus on monotheistic religions (Christians, Jews, Muslims). Territorial determination of the source markets of the given segments. 8. Characteristics and requirements for tourism services of selected foreign-speaking clientele. Specifics of catering, social and consumption customs on the example of foreign-speaking clientele. Territorial determination of source markets in the breakdown of segments by language and religion. 9. Protection of the participant in tourism - institutional provision of social responsibility for the protection of the participant in tourism. Three dimensions of protection of the participant in tourism. Current legal regulation of the protection of the participant in tourism. 10. Consumer protection in travel agencies. Travel insurance. Stakeholders in the process of customer protection in the event of insolvency of the travel agency. Supervisory authority and its function. Three alternatives for the position of the injured client. Current practice of client compensation in accordance with legal regulation. 11. Complaints procedure in the conditions of travel agencies. Complaints procedure carried out directly on site at the time of the trip, procedure after returning from the trip. The obligation of the travel agency to provide assistance to passengers. Compensation for damage and the right to non-pecuniary damage. 12. Protection of the consumer - passenger in air transport. Organizational requirements. Financial compensation of the consumer in accordance with EU legislation. Specific approach to disabled customers in air transport. 13. Consumer protection – passenger in bus and rail transport. Organizational requirements. Financial compensation of the consumer under EU legislation. Scope of the carrier's obligations in relation to disabled customers.