Summary

This text addresses the whole area of interpersonal skills and through its programme, investigates the skills needed to: create a professional impression with customers face to face and over the telephone; use active selling skills to increase sales of travel and tourism products; deal with customer complaints in a professional manner which will satisfy both parties; use a variety of methods of communication to communicate effectively with customers and with colleagues; develop and enhance internal staff relationships through effective use of interpersonal skills; and use interpersonal skills to enhance the performance of staff.