Write a customer care handbook for your place of work-hotel or tourism center. Describe the principles and practices that you think are important for dealing with customers in the tourism/hospitality industry. Introduce the work place you are writing for, giving details of the types of customers and their expectations. Use at least five of the headings below to help you structure your handbook. Sources of references that are cited and referred to in any way, must be included in the bibliography.

• Greeting and welcoming
• Verbal communication
• Nonverbal communication
• Personal appearance
• Dealing with complaints
• Handling enquiries
• Making a sale
• Dealing with customers with specific needs