Tourism 10, 20, 30

(a)	Identify fundamental principles (e.g., respect, reliability, accountability, caring and responsiveness) of good customer service.
(b)	Discuss the importance of a first impression and its impact on the visitor experience.
(c)	Describe ways to provide a good first impression when serving a customer in a tourism job.
(d)	Strategize approaches to accommodate and effectively serve customers from diverse backgrounds (e.g., cultural, social and demographic) and with diverse needs (e.g., accessibility, communication and mobility).
(e)	Analyze customer rights to service and protection from discrimination as provided by the Human Rights Act of Canada and the Saskatchewan Human Rights Code.
(f)	Research acceptable reasons (e.g., violent or threatening behaviour, intoxication and theft) for refusing service to a customer.
(g)	Suggest ways to effectively deal with a situation when denial of customer service is warranted.
(h)	Reflect on positive and negative customer experiences personally observed or encountered.
(i)	Role-play and analyze situations that demonstrate positive and negative customer experiences using: verbal, non-verbal (e.g., body language) and written communication; active listening skills; conversation starters; and/or, questioning skills.