Customer service — IGCSE Travel & Tourism (0471) questions by topic
Photographs drive this topic: a hotel room in Jamaica, a welcome dance at a traditional village, a wheelchair user boarding a train, and a waiter serving diners each prompt you to state good customer service, personal presentation or body language shown in the image.
Explain, state, evaluate, describe and identify lead the command words, worth from 20 to 25 marks, across 12 questions from 2023 to 2025 papers. Because answers must describe only what the photograph actually shows, practise separating personal presentation from body language or general service, then use instant marking to check whether a described feature was visible in the source or assumed from general knowledge.
What examiners look for
- A recurring criticism is that some candidates described what the demonstration effect is rather than answering the specific question asked.
- Examiners note that answers sometimes gave environmental impacts when the question asked specifically for social and cultural impacts.
- Reports state that some candidates gave examples of good customer service or body language when the question asked for personal presentation, or described features not actually visible in the photograph.
- A recurring criticism is that technology answers repeated internet or websites without further development, or named things that were not technology, such as 'translator' instead of a translation app.
- Strong answers, according to the reports, explained clearly how technology applications in restaurants improve customer service, developed with good applied explanation.
May–June 2025, Paper 11
Refer to Fig. 4.1 (Insert), a photograph of a wheelchair user being helped onto a train. State two examples of good personal presentation.
Answer this question and get it marked →May–June 2025, Paper 12
Refer to Fig. 4.1 (Insert), a photograph of a coach outside a hotel. Identify two examples of good customer service seen in Fig. 4.1.
Answer this question and get it marked →May–June 2025, Paper 13
Refer to Fig. 2.1 (Insert), a photograph of a hotel room in Jamaica. State two examples of good customer service.
Answer this question and get it marked →May–June 2024, Paper 11
Refer to Fig. 3.1 (Insert), information about The World Expo 2020. State two main reasons why people travel.
Answer this question and get it marked →October–November 2024, Paper 12
Refer to Fig. 3.1 (Insert), information about customer service in the travel and tourism industry. State one specific need for each of the following customer types when staying in…
Answer this question and get it marked →May–June 2023, Paper 12
Refer to Fig. 2.1 (Insert), a photograph of a visitor information desk in Singapore. State three applications of technology likely to be used at visitor information desks.
Answer this question and get it marked →May–June 2023, Paper 13
Refer to Fig. 2.1 (Insert), a photograph of a waiter serving in a restaurant. Using Fig. 2.1, identify the following: two examples of good body language three examples of good…
Answer this question and get it marked →May–June 2023, Paper 22
Refer to Fig. 3.1 (Insert), an advertisement for business tourism in New York. Define the term 'business tourism'.
Answer this question and get it marked →October–November 2023, Paper 11
Refer to Fig. 3.1 (Insert), a photograph of a welcome dance performed for tourists at a traditional village. State three ways tourists can be classified.
Answer this question and get it marked →October–November 2023, Paper 12
Refer to Fig. 2.1 (Insert), a photograph of an airport check-in desk. Identify three examples of good personal presentation seen in Fig. 2.1.
Answer this question and get it marked →October–November 2023, Paper 13
Refer to Fig. 3.1 (Insert), a photograph of a welcome dance performed for tourists at a traditional village. State three ways tourists can be classified.
Answer this question and get it marked →October–November 2023, Paper 22
Refer to Fig. 1.1 (Insert), an advertisement for Solo Travellers packages. Define the term 'single traveller'.
Answer this question and get it marked →