A report on customer service management within an appropriate organisation - 1500 words - weighted at 100%.

This assessment task will assess all Learning Outcomes.

The main focus of the module is on developing an understanding of leading and emerging issues in customer service management in visitor attractions and resorts. It will encourage debate from a range of contemporary perspectives and is designed to allow students to consider regional, national and international perspectives.

Following an introduction to customer service, specific issues may be drawn from (but are not limited to) the following:-

- Understanding the consumer
- The financial and behavioural consequences of customer service
- Developing and maintaining a service culture
- Managing service encounters
- The importance of market research
- Building and maintaining customer relationships
- Providing customer service through the servicescape
- The impact of technology, including social media, on customer service
- The importance of service recovery
- Promoting customer service internally and externally
- Crisis and risk management.

1. DEMONSTRATE KNOWLEDGE AND UNDERSTANDING OF THE KEY CONCEPTS OF CUSTOMER SERVICE Knowledge & Understanding

2. APPLY RELEVANT THEORIES AND CONCEPTS TO ORGANISATIONAL SCENARIOS
Application

The Library
Internet
Market Reports

Bagdan, P.J. (2012) Guest Service in the Hospitality Industry. Bognor Regis: Wiley.

Frochot, I. and Batat, W. (2013) Marketing and Designing the Tourist Experience. Goodfellow Publishers.

Hudson, S. and Hudson, L. (2012) Customer Service for Hospitality and Tourism. Goodfellow Publishers

Noe, F.P., Uysal, M. and Magnini, V.P. (2010) Tourist Customer Service Satisfaction: An Encounter Approach. Oxford: Routledge.

The learning strategy for this module is based around students committing a total of 150 hours of activities towards achieving the learning outcomes. These will be split between 39 hours of direct contact with a tutor and 111 hours of directed, guided and self-study, together with preparation for and completion of the assessment tasks. Learning support material will be provided for the module.
The module will draw upon a mixture of activities including lectures, web-based activities, case study analysis, relevant videos and in-class discussions, individual and group problem solving and self-directed learning.

The main focus of the module is on developing an understanding of leading and emerging issues in customer service management in visitor attractions and resorts. It will encourage debate from a range of contemporary perspectives and is designed to allow students to consider regional, national and international perspectives.