AD광고Best Seller소년 김구의 가슴 뜨거운 역사설민석의 한국사 대모험 38
AD광고New경이롭고 치열한 생존 이야기극한 진화의 세계

적립금
590원 (3% 적립)
추가 적립
추가 적립 안내
5만원 이상 결제 시 (*배송비 제외)
정가제FREE(상품/사은품) 금액이 2,000원 이상이면 2,000원 추가적립
10만원 이상 결제 시 (*배송비 제외)
정가제FREE(상품/사은품) 금액이 2,000원 이상이면 2,000원 추가적립
정가제FREE(상품/사은품) 금액이 5,000원 이상이면 5,000원 추가적립
결제혜택
무이자 할부
신용카드 무이자할부 안내
결제사 혜택
결제사 혜택 안내



쿠폰
등록 페이지로 이동
배송비
무료 (해외배송의 경우 지역에 따라 상이)
배송안내
서울특별시 강남구 강남대로 542(논현동, 영풍빌딩)
- 배송지역 선택
- 주소 검색
지금 택배 주문하면 9/11(금) 출고 가능
택배보다 빠른, 나우드림
19,610원
NAVER 네이버 ID로 간편구매 네이버페이
| 네이버페이 구매하기 | 찜하기 |
[네이버페이]
상품 규격 정보
| ISBN | ISBN-13 : 9791166471261 |
|---|---|
| 쪽수 | 332쪽 |
| 크기 | 기타 규격 |
| 제품구성 | 단행본 |
이 책이 속한 분야
- 경제/자기계발 > 관광경영/비서
관련 이벤트
책 소개
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.
목차
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
저자 소개

저자 : 한국여행서비스교육협회
한국여행서비스교육협회
이병열(인덕대학교 관광서비스경영학과 교수)
천덕희(UTC Tour 대표이사 / 순천향대학교 관광경영학과 겸임교수)
이은민(사단법인 한국여행서비스교육협회 사무국장 / 여행시간 대표이사)
용환재(진주보건대학교 관광과 교수)
서정원(대림대학교 호텔관광과 교수)
최동열(서영대학교 항공서비스과 교수)
김종아(동남보건대학교 글로벌관광서비스과 일본어전공 교수)
정대봉(경복대학교 국제관광과 교수)
김경희(H&S 커뮤니케이션즈 대표이사 / 안산대학교 관광영어과 겸임교수)
김재곤(원광보건대학교 글로벌호텔관광과 교수)
김효경(한국관광대학교 관광경영과 교수)
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용환재(진주보건대학교 관광과 교수)
서정원(대림대학교 호텔관광과 교수)
최동열(서영대학교 항공서비스과 교수)
김종아(동남보건대학교 글로벌관광서비스과 일본어전공 교수)
정대봉(경복대학교 국제관광과 교수)
김경희(H&S 커뮤니케이션즈 대표이사 / 안산대학교 관광영어과 겸임교수)
김재곤(원광보건대학교 글로벌호텔관광과 교수)
김효경(한국관광대학교 관광경영과 교수)
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아무도 만만하게 보지 않는 대화법나이토 요시히토 | 포텐업

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말은 운명을 데려온다이하영 | 토네이도

어른이 된 당신을 위한 어린 왕자의 말 - 삶의 의미를 잃어버린 나에게 전하는 가장 순수하고 찬란한 위로김종원 | 오아시스

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언노우너스 - 불확실성에 뛰어들어 가능성을 발견하는 사람들윤상윤 | 다산북스

아무도 만만하게 보지 않는 대화법나이토 요시히토 | 포텐업

사라지는 돈 살아남는 돈 불어나는 돈 - 데이터로 보는 넥스트 코스피 투자 전략김효진 | 페이지2

강남 아파트는 못 샀어도 좋은 주식은 살 수 있다채국장(채상욱) | 커넥티드그라운드

심리학이 이토록 쓸모 있을 줄이야박성미 | 한밤의책

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월가보다 먼저 움직이는 미국 주식 투자법 - 남들보다 앞서는 주식 투자의 비밀미국 주식 인사이더 | 애덤스미스

그렇게 브랜드가 된다 - 내가 걷는 길에 나만의 결을 새기는 법전우성 | 디자인하우스

절대 수익의 법칙 힘의 균형점 - 주식 투자를 위한 실전 매매 전략아니내말은 | 빌리버튼

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나의 첫 번째 부동산 교과서송희구 | 서삼독

내면 근력짐 머피 | 윌북

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왜 일하는가이나모리 가즈오 | 다산북스

독서의 기술 - 책은 어떻게 삶의 무기가 되는가고명환 | 라곰

아주 작은 습관의 힘(50만 부 기념 스페셜 에디션) - 최고의 변화는 어떻게 만들어지는가제임스클리어 | 비즈니스북스

돈의 심리학 (50만 부 기념 뉴 에디션) - 당신은 왜 부자가 되지 못했는가모건 하우절 | 인플루엔셜

나의 첫 번째 부동산 교과서송희구 | 서삼독

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돈 뜨겁게 사랑하고 차갑게 다루어라(개정판)(코스톨라니 투자총서1)앙드레 코스톨라니 | 미래의창

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퍼실리테이터는 현장에서 성장한다 - 이론을 넘어 현장에서 바로 쓰는 퍼실리테이션 지침서채홍미, 홍순표 | 리스컴

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