| This course would provide students with the essential skills and knowledge they need to provide excellent customer service and manage customer relationships in the hospitality and tourism sector. Students would learn about the importance of customer service, how to provide excellent customer service in a hospitality and tourism setting, how to use CRM systems to manage customer relationships, how to measure customer satisfaction, and how to develop customer loyalty programs. |
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Module 1: Introduction to Customer Management.
- Define customer management and explain its importance in the hospitality and tourism sector.
- Identify the different types of customers in the hospitality and tourism sector.
- Describe the different customer needs and expectations.
- Discuss the key trends and challenges in customer management in the hospitality and tourism sector.
- Module 2: Customer Service in the Hospitality and Tourism Sector.
- Define customer service and explain its importance in the hospitality and tourism sector.
- Identify the different elements of customer service.
- Describe the different techniques for providing excellent customer service in a hospitality and tourism setting.
- Discuss the challenges of providing customer service in a cross-cultural environment.
- Module 3: Customer Relationship Management (CRM) in the Hospitality and Tourism Sector.
- Define CRM and explain its importance in the hospitality and tourism sector.
- Identify the different types of CRM systems.
- Describe the benefits of using CRM systems in the hospitality and tourism sector.
- Discuss the challenges of implementing and using CRM systems effectively.
- Module 4: Customer Satisfaction in the Hospitality and Tourism Sector.
- Define customer satisfaction and explain its importance in the hospitality and tourism sector.
- Identify the different factors that influence customer satisfaction.
- Describe the different methods for measuring customer satisfaction.
- Discuss the strategies for improving customer satisfaction.
- Module 5: Customer Loyalty in the Hospitality and Tourism Sector.
- Define customer loyalty and explain its importance in the hospitality and tourism sector.
- Identify the different types of customer loyalty programs.
- Describe the benefits of customer loyalty programs.
- Discuss the strategies for developing and implementing effective customer loyalty programs
- High school or equivalent
- Strong communication and interpersonal skills
- Interest in the course topic
- Good level of English
| 100 GLH |