Service

Customer care and communication

Communication in customer care means answering the sentence the guest actually wrote. A polite reply that ignores the complaint is a failed reply.

CAPS

Grade 12 · Tourism · Service

Tourism is one paper that mixes planning, money, people and place.

The paper
One NSC paper of 200 marks. It covers tourism sectors, map work and tour planning, foreign exchange, attractions, heritage and culture, marketing, communication and customer care, and sustainable and responsible tourism.
Calculations and service
Foreign exchange must show the currency, the rate, and whether you multiply or divide. A tour plan must fit the time and the map. Customer-care answers name what the tourist needed and what the staff member should have done.
How a marker reads it
A common mix-up is to send a warm thank-you that never mentions the cold shower the guest complained about.

The paper is 3 hours. A slogan with no link to the attraction, or a rand amount with no rate, does not score the application marks.

Worked theory

Worked theory. On the second night, 6 June, a guest at a hotel in Nelspruit writes that the shower was cold. A reply that says the hotel is delighted they stayed ignores the sentence. A reply that says the geyser failed, they have been moved, and the night is not charged answers it. The guest can then judge a business that repaired a fault. They cannot use delight as hot water.

More worked examples

A lost meeting in Rosebank
A guest at a hotel in Rosebank writes that the Wi-Fi failed during a work call and they lost the meeting. A reply that thanks them for choosing the hotel ignores the call. A reply that names the failed line, moves them to a room with a cable, and takes one day off the bill answers the sentence. The guest can forgive a fault that was owned. They cannot forgive a thank-you that pretends the meeting happened.
A late transfer at Addo
A guest at a lodge near Addo writes that the airport transfer arrived an hour late and they missed the afternoon drive. A reply that hopes to see them again does not mention the hour or the drive. A reply that names the wrong terminal, confirms the next transfer, and removes the transfer fee answers the complaint. The guest wrote about time that was lost. A hope is not a clock.

In ordinary words

Read the complaint and name the fault back to the guest. Say what you will do, and do the part that repairs the stay, such as a move, a repair or a charge taken off. Warmth is useful only after the problem is in the answer. A template that thanks every guest in the same words treats a broken geyser and a compliment as the same letter.

In South Africa

A hotel guest in Nelspruit with a cold shower needs an answer about the geyser, not a line about being delighted.

Part 1 / 4

What it is

Communication in customer care means answering the sentence the guest actually wrote. A polite reply that ignores the complaint is a failed reply.

More worked examples

Board walkthroughs on this topic. Open one, copy the working, then try the next.

Example 1 / 20

Explain the communication types used in tourism.

How we got there

Read this like a teacher at the board. We go slowly, name every number, and say why we take each step.

Explain in another language · 11

1. What is the question asking?

Read the question twice. Circle the unknown. Underline every number and unit. The paper is asking: Explain the communication types used in tourism.

In other words — as if you have never seen this before

If you have never seen this before: Verbal etc. We will name a method in words, write the formula with no numbers, then substitute one line at a time.

2. What do we already know?

Communication.

3. Which method — and why this one?

Verbal etc.

4. Step-by-step working

01 / 07
Step A — Read the question twice
Slow down. Circle the word that names the unknown. Underline every number and its unit. Do not grab a formula yet — first decide what the paper is actually asking.
Why this step: If you can say the method in a sentence, you will pick the right formula. First-timers skip this and grab the first equation they remember.
02 / 07
Step B — Write the given in a column
Communication.
Why this step: A column with units stops you mixing cm with m, or minutes with seconds. Markers can also see you started correctly.
03 / 07
Step C — Name the method in words
Verbal etc.
Why this step: If you can say the method in a sentence, you will pick the right formula. First-timers skip this and grab the first equation they remember.
04 / 07
Identify the given
Verbal, non-verbal, written, electronic.
Why this step: We only do one job per line so a marker can follow the marks — and so you can find a slip without starting over.
05 / 07
Step G — Sense-check the size
Ask: is this the kind of number a Grade 10–12 paper would want? A speed of 3 000 ms for a learner walking, or a probability bigger than 1, means a unit or algebra slip. Estimate first: round the numbers and do the sum in your head.
Why this step: Markers write ‘unrealistic’ in the margin when the method is right but the size is wild. A 10-second head check often finds a missing 10² or a unit that never changed.
06 / 07
Step F — Box the answer with its unit
Four types.
Why this step: A number without a unit is half a mark on a Physics paper, and a marker can miss a Maths answer that is buried in working.
07 / 07
Step H — What the marker is looking for
On an NSC memo you usually earn: (1) a method mark for naming the right formula or idea in words, (2) an accuracy mark for substituting the given numbers with units, (3) an accuracy mark for the boxed answer with its unit. Write those three lines even if you are unsure of the arithmetic — blank pages score zero.
Why this step: First-timers chase the final number and leave the method blank. The memo still pays out for the idea and the substitution even when the last line is wrong.

5. The answer

Four types.

Copy onto your answer sheet — in this order

Answer: Four types.

6. Check it like a marker

Choose appropriately.

7. A trap first-timers fall into

First-timers often grab the first formula they remember, mix units (cm with m, minutes with seconds), or drop a minus sign. Write the formula in words first: “this equals that, because…”

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