Grade 12 Study Guides T. Holomisa, E. M. J. C schaller, D. J. Brown, B. de Klerk



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Gr12-Tourism-Study-Guide LR
Topic 4
1. Heritage is the legacy preserved by past generations for future generations. In order to be given World Heritage status, sites must have outstanding natural, cultural or historical value and meet at least one of UNESCO’s ten selection criteria. A country can apply to the UNESCO World Heritage Committee fora site to be proclaimed a World Heritage Site. A place that is declared a World Heritage Site is proclaimed by the Minister of Environmental Affairs and Tourism by notice in the Government Gazette and thereafter included in the World Heritage List. An example is Robben Island.
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2. UNESCO is responsible for the protection and development of heritage.
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3. Cultural sites accorded the status on the basis of their tangible and intangible cultural heritage Natural sites accorded status on the basis of their natural heritage Mixed sites accorded status on the basis of both cultural and natural heritage.
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4. Mapungubwe Cultural Landscape, Cradle of Humankind, Richtersveld Cultural and Botanical Landscape, Robben Island, iSimangaliso (Greater St Lucia) Wetland


© Via Afrika Publishers Park, Vredefort Dome, uKhahlamba/Drakensberg Park, Cape Floral Region.
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Topic 5
1. Customer feedback is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. The information is procured through written or oral surveys, online forms, emails, letters, or phone calls from the customer to the company.
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2. Innovation, External performance feedback, Retaining customers, Advance warning in customer trends.
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3. Surveys, Questionnaires, Feedback cards, Followup calls, SMS messages on cellphones, Web- based responses.
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4. Study the feedback, Identify most common complaints, Decide on an action plan, Start the intervention process.
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5. Increased sales, Customer loyalty, Enhanced public image, More effective employees, Motivated staff members, Reduced marketing costs.
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