Unit 3 - Customer care

The personal touch
Instructions: We always call our clients when they are on holiday in Burma so that we can make sure they are happy and change anything that they don't like.
Myanmar Gold representative

Coach tours can be very impersonal, so as the tour guide, I make a big effort to learn each person's name as soon as possible, and by the end of the second day of the tour at the latest.
Scantours representative
Instructions: Have you ever experienced a holiday or a visit to a tourist attraction when you felt you received the personal touch?
Instructions: How can tour operators give the personal touch to tourists before, during, and after their holiday or trip?