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Despite its importance, top notch customer service is still the exception rather than the norm. Our Managing Quality Service in Hospitality course teaches the concept of treating customers as guests and creating a "WOW" experience for them. We discuss how to develop and maintain a service culture, how to manage service encounters, and how to promote quality customer service. Real hotels, restaurants, and other business types found in the hospitality industry are included as case studies, giving the opportunity for reflection on hospitality concepts and principles.
After completing this course, you should be able to:
- Identify the importance of customer service and steps for understanding the consumer
- Define the basics of service encounters
- Recall how to build and maintain customer relationships
- Recognize the importance of market research and the impacts of technology on hospitality
- List ways to promote quality customer service
Managing Quality Service Module 1
Introduction to Customer Service
- History of Customer Service
- Marketing Mix for Services
- Customer Service in the Tourism and Hospitality Sector
- Importance of the Service Economy
- Behavioral Consequences of Customer Service
- Service Profit Chain
- Offense and Defensive Marketing Effects of Service
- Financial Implications of Poor Customer Service
Managing Quality Service Module 2
Understanding the Consumer
- Customer Expectations
- The Customer Experience
- Understanding Cross-Cultural Differences
- Global Trends in Consumer Behavior
- Internal Marketing
- Establishment of a Service Culture
- Importance of Empowerment
- Marketing Approach to Human Resource Management
- Reward and Recognition System
Managing Quality Service Module 3
Service Encounters and Market Research
- Employee Role in Delivering Service
- Customer Service Training
- Customer Role in Delivering Service
- Research in Tourism and Hospitality
- Gaps Model of Service Quality
- Measuring Service Quality
- Common Research Errors
- Effective Use of Market Research in Decision Making
Managing Quality Service Module 4
Building and Maintaining Customer Relationships
- Relationship Marketing
- Retention Strategies
- Loyalty Programs in Tourism and Hospitality
- Benefits of Relationship Marketing
- Targeting Profitable Customers
- Elements of the Servicescape
- Developing Servicescapes
- Waiting Line Strategies
Managing Quality Service Module 5
Technology
- Impact of Technological Developments on Communication
- Using Technology to Improve Service During the Consumer Journey
- Electronic and Robotic Channels
- Service Recovery Paradox
- Service Recovery Process
- Soliciting, Tracking, and Handling Complaints
- Service Guarantees
Managing Quality Service Module 6
Promoting Customer Service Internally and Externally
- Integrated Communications Strategy for Customer Service
- Managing Service Promises
- Ethical Issues in Communication
- Customer Service Training Handbook
Ed4Career is committed to being both environmentally conscious and making it easier for you to study! We’re making your education mobile! All of our textbooks are now provided as eTextbooks. You can access them on your laptop, tablet, or mobile device and can study anytime, anywhere.
The move away from physical books to eTextbooks means you get the latest, most up-to-date version available. This also makes your training more accessible, so you can study anywhere you have your phone or tablet. The best part is that all materials are included in your training cost so there are NO extra fees for books!
Internet Connection
- Broadband or High-Speed - DSL, Cable, and Wireless Connections
*Dial-Up internet connections will result in a diminished online experience. Classroom pages may load slowly and viewing large audio and video files may not be possible.
Hardware Requirements
- Processor - 2GHz Processor or Higher
- Memory - 1 GB RAM Minimum Recommended
PC Software Requirements
- Operating Systems - Windows 7 or higher
- Microsoft Office 2013 or higher. Also, you could use a general Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers - Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- The Kindle Reader App or VitalSource Bookshelf App are needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- QuickTime, Windows Media Player &/or Real Player
MAC Software Requirements
- Operating Systems - Mac OS x 10 or higher with Windows
- Mac office programs or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers- Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- The Kindle Reader App or VitalSource Bookshelf App are needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- Apple QuickTime Media Player