Year 13 students played the role of airline check-in staff so their customer service skills could be assessed. The students, who are studying Travel and Tourism, had to deal with complaints from a customer about disabled access for a relative on a plane that was delayed.
Miss Cockroft was drafted in as the complainant and each of the 11 students took it in turns to deal with her comments in an efficient and professional manner. The exercise was the third time that students had to tackle difficult customers; previously they have had to draft letters and handle problematic telephone calls.
Student Jessica Spencer said: ‘This unit deals with how travel and tourism organisations provide the best customer service they can. I have found it really interesting and am amazed at the amount of knowledge you need, like knowing the policies, what you have to say and how to say it. During the role-play you definitely have to think on your feet!’
Mr Bidwell, who assessed the students, said: ‘Each reacts in a different way. This exercise helps inter-personal skills and communication and is perfect for the travel and tourism industry. It is very much a real experience and is something interactive. It took a lot of students out of their comfort zones, but they coped really well with the task.’