여행상품 상담 실무

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 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