Customer Service Management

Customer Service Management

    1. Module Title: Customer Service Management
    2. Module Prefix/Number: HOSP 214
    3. Credit Hours: Three (3)
    4. Description: This unit introduces the philosophy and principles of customer service and service quality. It will focus on the importance of identifying individual customer needs, using appropriate communications methods with customers, problem solving and dealing effectively with complaints and conflict. Role-plays and situational analysis will be mainly used to develop the key attitudes, skills and confidence in working as a customer service provider.
    5. Student Learning Outcomes: At the end of this course students will have:
      • Provide customer care to satisfy needs of different customers in a range of hospitality situations
      • Demonstrate the use of effective customer care support
      • Deal with a range of problems and customer complaints
      • Evaluate effectiveness of service quality
    6. Grading Scale: Your letter grade in this course will be determined by calculating your score on all assignments and exams as a percentage of the total possible score, on a standard grading scale:
      Your Letter Grade Your Score as % of Total
      A 90–100
      B 80-89
      C 70-79
      D 60-69
      F 0-59


      Assignments 40%

      As part of the requirements, students must complete short assignments based on these studies. There will be 2 assignments, each attracting 20% of total course grade.

      Assignment (Essay) 20%

      Students are also required to turn in an essay assignment.

      Guidelines for the essay assignment:

      • Word limit: 1500 – 2500
      • The assignment should be typed using Times New Roman, 12-point size, double spaced, and 1″ margins.
      • The assignment should be edited for spelling and grammar.
      • References to be provided using the APA guidelines.

      Exam 40%

      There will be a Final exam. The exam will be based on material covered in the textbook readings and lecture notes.