This module will enable the student to identify interpersonal skills associated with high quality international customer care tasks and duties in a modern hospitality environment
Managing and successfully handling the complaints resolution process
Online customer care. Understanding why customers complain. Handling customer queries, requests and problems. Dealing effectively with difference and people with different cultural needs and expectations. Negotiating with customers. Dealing with the physical and difficult customer, angry etc.How to improve the relationship with your customers.Identifying customers needs customer expectations.
Process and principles of Communications in Hospitality.
Meeting organisation skills, Agenda, outcome, time effective, minute taking Interviews, memo, written and electronic communications. Research and internet, internal and external forms of communications. Interpersonal aspects of communications at work.
Quality customer care. Implementing Customer Care Programme
What is Quality service, codes of practice. How is quality service measured. Implementing a customer care Programme. Standards of excellence.TQM, CRM, What is a mission statement, company culture. Operational standards, International best practice.
Explore the concept of International Customer Care
International Hospitality environment, Global Trends. Trend Scouts, international social net working, innovative world events.People from different Cultures, Online customer care. Laws and regulations.
International Brands. The sales process.
Case studies, international competitiveness. Promoting additional services and products to customers. Use customer care to increase sales.Corporate strategies for the hospitality industry.
Formal lectures, interactive presentations, case studies, participant activities and exercises
| Module Content & Assessment | |
|---|---|
| Assessment Breakdown | % |
| Formal Examination | 60 |
| Other Assessment(s) | 40 |