Mind Mapping Activity

Instruction: Come up with at least five (5) words that best describes the attitude and characteristics of 21st-
century customers in tourism and hospitality. Short description/s must be provided for each attitude and
characteristic.

EMPATHY: Excellent client service in

PATIENCE: It's wise to
practice being patient while
waiting, especially if you're a
customer.
the twenty-first century starts with
empathy for the client. You'll have
trouble producing satisfying,
customer-focused experiences
without it.

IRRITATED: Customers may get DEMANDING: They may be passionate

dissatisfied if a product or service about the service or products they want

21st Century Customer

does not meet their expectations, and not be open to other options, even
especially when things not work if they better suit their needs.
during the services.

GOOD COMMUNICATOR: Customers also

illustrate these traits in order to have a
direct and clear communication for a long
time and to prevent problems.