This module will enable the student to identify barriers to effective communications and to demonstrate specialised knowledge in understanding competencies across a wide range of Customer Care Skills.
The customer is your business and what is good practice
What is customer service. Developing customer relationships. Implementing a customer service programme.What is regarded as good customer practice (best practice).Identify the skills, qualities and attitudes required to perform effective customer care when dealing in hospitality organisations.
The principles of successful customer care
The importance of body language. Personal presentation. Communication with customers. Customer charters. Teamwork.Verbal and non verbal forms of communication. Body language, complaints understanding. Barriers to communication. How to communicate effectively, other forms of communications.
Demonstrate the use of English / written communication
Grammar, spelling, punctuation, vocabulary.Books of reference, dictionaries, style and tone.Internet, social networks as a resource. Effective writing, business correspondence, report writing, menu design.
Telecommunications Skills
Reservation systems, communication with customer care. Telephone techniques, effective listening skills.Presentations and giving talks with the use of telecommunications. Role plays and self assessment.
Understanding teamwork and its characteristics (including cultural diversity)
What qualities are required for effective teamwork. What kind of personalities do you want in your team, motivation. Bullying, harassment and equality. Internal and external customers, positive working environment.
This module will include lectures,reflective learning and case based learning.
| Module Content & Assessment | |
|---|---|
| Assessment Breakdown | % |
| Formal Examination | 60 |
| Other Assessment(s) | 40 |