Intermediate Leisure and Tourism

UNIT 1: INVESTIGATING LEISURE AND TOURISM; 1.1 The leisure and recreation industry; 1.2 The travel and tourism industry; 1.3 The links between leisure and tourism; UNIT 2: MARKETING IN LEISURE AND TOURISM; 2.1 What is marketing?; 2.2 Marketing research; 2.3 Target marketing; 2.4 The marketing mix; 2.5 Promotional campaigns; UNIT 3: INVESTIGATING CUSTOMER SERVICE; 3.1 What is customer service?; 3.2 Different types of customer; 3.3 External and internal customers; 3.4 Personal presentation; 3.5 Dealing with customers; 3.6 Handling complaints; 3.7 Keeping customer records; 3.8 Customer service in practice