여행상품 상담 실무(NCS기반)(3판)

본교재는 NCS능력단위에 따라 여행상품 상담사가 갖추어야 할 고객응대, 상품추천, 여행요금상담, 예약수배업무, 여행상품 계약, 여행고객 관리 등의 내용으로 구성되었다. 상품추천부분에서는 QR코드를 활용한 동영상자료를 담고 있어서 학습자들이 흥미롭게 전 세계의 유명 관광지에 대한 이해를 높일 수 있도록 하였다.

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