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c Read the first day of the itinerary. What information is given?

d Is it similar to the other days? Is there additional information?

e What information do you feel is missing?

6 Pair up. Visit World Wanderista’s blog about hidden gems in Belgium and scan through the information about the sights in Wallonia.

a Which of the sights in Wallonia would be feasible for a 3-day, 2-night organised trip? Pick at least 3.

b Look online for a hotel that would be central to the locations you selected.

c What mode of transport would you use with a group of about 10 tourists?

d Apart from being off the beaten path, what theme could your trip have?

e What name would you give your tour?

7 Use the information from exercise 6 to complete the template you will get for the information leaflet on your trip.

8 Read the article about promoting hidden gems and answer the questions.

a Which popular destination do they use in the article to compare lesser-known destinations to?

b Why should they promote local tourist attractions?

c What do they call the lesser-known destinations or attractions?

READING

READING

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‘Let’s promote our hidden gems’ - Datuk Seri Nancy Shukri

By NAZMI SUHAIMI

KUCHING: Tourism operators are urged to uncover and promote the hidden gems in their vicinity.

Tourism, Arts and Culture Minister Datuk Seri Nancy Shukri, who made the call, said Sarawak and Malaysia had a lot to offer to tourists.

‘Malaysia has what Bali has. Sarawak has what Bali has. It is up to the locals to promote local tourist attractions and develop them.’

‘We want to propel the local economy. So, if you have hidden gems, which are potential tourist destinations, now is the time we uncover and promote them to the rest of Malaysia,’ she said during an interview on ‘Abas Orang Kamek’ programme last Tuesday night.

Nancy said currently, under the recovery movement control order (RMCO), domestic tourism is being promoted.

‘So, we need to find new tourism products and we have a lot of them. This is the time to show what we have in Sarawak — our products and places,’ she said.

The Batang Sadong MP said that one way of promoting local tourist destinations is to use backstories and highlight their significance to the locals.

She added that her ministry is also looking to promote homestays, eateries and museums to tourists.

‘We need to appreciate what we have in our own state. Experiential tourism is a refreshing experience,’ she said.

Source: New Sarawak Tribune a Preparation: watch the video your teacher assigns you. In the video they mention interesting sights in a lesser-known city in South Korea. Take notes about those places and what you think you can see there based off the images. Then research the destination for more activities and sights, accommodation, typical foods, good restaurants, etc. b Action: make an information leaflet for a 2- or 3-night stay at your destination. Include all the necessary parts and information, using what you have learned in previous exercises. c Reflection: check your work by filling in the checklist.

9 Your class is going to start a tourism agency for South Korea with the purpose of promoting hidden gems, places people can visit when they want to go off the beaten track after a stay in more well-known places, like the capital, Seoul.

Checklist: writing an information leaflet Yes I think

1 Content and structure

• I watched the hidden gem video.

• I included the information from the video in my programme.

• I researched and added more information, e.g. about accommodation.

• I included all the necessary parts: title page, trip overview, detailed itinerary.

• I used appropriate pictures.

• I made an attractive leaflet.

2 Language

• I used correct vocabulary.

• I used correct grammar.

• I used correct spelling, punctuation and capitalisation.

Step 3 5-star review Dealing with complaints

1 We have already read some reviews in the previous Step. Discuss the following questions.

a What type of review have you ever written?

b How much did you write?

c Was it overall positive or negative?

d Are you mild or harsh in your opinions?

e Have you ever been reviewed? How does that make you feel?

2 Look at the reviews given by real tourists, collected by companies, such as Thomas Cook and the Telegraph.

a Which of these do you think is the funniest? Why?

b Which of these do you think is the most absurd? Why?

c If a customer gave you one of these reviews, how would you react?

3 Read the excerpt from the text and answer the questions.

READING

©VANIN b Do these 8 reasons also apply to tourism, or specifically to a tour organisation? c In your opinion, which three reasons are most important for a tour organisation? d What do they mean when they say complaints can be a blessing in disguise? e Explain in your own words: word of mouth. f If you don’t get any feedback through complaints, what should you do?

8 Reasons Why Customer Complaints are Important for Your Business

Table of Contents

Introduction

What are Customer Complaints?

Benefits of Customer Complaints in Your Business

1. Better Customer Understanding

2. Improving Customer Support

3. Enhanced Customer Communication

4. Improved Customer Loyalty

5. Recognizing Mistakes

6. Increased Word of Mouth

7. Product / Service Upgrade

8. Positive Brand Image

Final Thoughts

Introduction

Customer complaints may portray a negative reflection of the brand, but they are loaded with useful customer insights and information that can be used positively. Whenever customers submit negative feedback about your products or services, make sure to use the information and rectify the particular issues as soon as possible. It will not only help in serving excellent customer service but also help in maintaining a positive brand image in the market. However, the negative comments can sometimes be a blessing in disguise if they are to be used appropriately. Think that your brand is getting free customer insights and invaluable information without investing in conducting any customer feedback survey from your end.

Source: Trupp Global a What is the context of this video? b Does the job applicant answer formally or informally? c Is his answer complete or is anything missing? watching

4 How should you react? Watch the video a first time and answer the questions.

5 Watch the video again and use the information to complete the sentences below. watching

Start Your customer complains …

1 You should You should remember you the company so you should always

2 Stay calm. to the customer and acknowledge the problem. Ask a Preparation: pair up and read through the useful expressions first. b Action: check the situation you get from the teacher and put the expressions into practice. Then switch.

3 , if necessary. Thank them.

4 Quickly . If it takes time, keep the customer updated on the progress.

5 Follow up: . Let them know you will prevent it from happening again.

Great! Your customer is happy again!

6 React to a complaint.

HOW TO react to a complaint

While you are listening:

- I understand …

- Yes, I see …

When asking probing questions: