2.1 Greeting customers
　　　　Introduction of oneself and one's company
　2.2 Basic Telephone Skills
　　　　Taking reservations
　　　　Leaving and taking messages
　　　　Handling general enquiries
　2.3 Introducing and recommending facilities, services and itineraries to customers
　2.4 Making and cancelling reservations for air tickets, hotel rooms, sight-seeing tours,
　 　 package tours and car rentals
　2.5 Visa Application
　　　　Explaining the application procedures to customers
　2.6 Explaining to customers the payment and refund procedures of different payment methods,
　 　 including cash, credit card & cheque
　2.7 Handling complaints, face-to-face and over the phone