Tourism 10, 20, 30

(a)	Distinguish between internal (co-workers) and external (guests) customers and provide examples of both within a tourism business.
(b)	Describe common or typical expectations (e.g., to be served in a timely manner, to be treated with kindness and respect and to receive or experience the desired outcome) of both internal and external customers.
(c)	Compare expectations (e.g., supports that help co-workers do their jobs effectively) of internal and expectations (e.g., being served with a positive attitude and receiving accurate information) of external customers.
(d)	Differentiate between proactive and reactive customer service.
(e)	Discuss the importance of proactive customer service.
(f)	Describe ways to provide proactive customer for a variety of real-life or fictitious scenarios.
(g)	Create and present a scenario that demonstrates a proactive approach to customer service when dealing with internal and/or external customers.
(h)	Discuss ways to salvage customer loyalty when attempts to provide good customer service seemingly fail.