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

- Data Collection – ethics and risk assessments

- Building and maintaining customer relationships

- Providing customer service through the servicescape

- The importance of service recovery

- Promoting customer service internally and externally

- HRM (internal and external customer)

- Employee training and development

Assessment – Group Portfolio

Mystery shopping programmes play a major part in the service industry as a monitoring and evaluation of service delivery quality. Students will be required to complete an advisory project for a visitor attraction. To achieve this, students will conduct a mystery shopping programme. Students will be able to select their own working group and carry out all tasks required to fulfil the brief.



A1 - Task:

Guidelines:

Design an appropriate mystery shopping measurement tool suitable for the visitor attraction based on the principles and management theories surrounding service delivery and customer satisfaction.

Participate in a field visit to a visitor attraction and complete the mystery shopper exercise



Assessment Learning Outcomes: 1



A2 - Task:

Guidelines:

On the basis of your mystery shopper exercise conduct a business presentation on your findings and present one justified and appropriate recommendation.

Be prepared to answer questions on this recommendation.



The above should be presented as a group with a total time of 15 minutes and five minutes for questions.



Assessment Learning Outcomes: 2

The module will be delivered on site and the students will attend a weekly lecture and workshops. Lectures will be researched informed and industry relevant.



Lecture materials and additional reading, including a key text written by the module leader will be available on-line via blackboard. Some workshops will be dedicated towards the assessments. In addition to the subject and topics that are examined throughout the module, attention will be placed on developing a range of professional skills. Concepts will be illustrated using cases and examples. This module is designed to further develop skills, techniques, and approaches and to seek appropriate solutions based on reasoning and analysis

1. Demonstrate knowledge and understanding of the key concepts of customer service

Knowledge & Understanding


2. Apply relevant theories and concepts to organisational scenarios

Problem Solving, 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

Customer Satisfaction and service excellence is what we strive for in the visitor economy.



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 you to consider regional, national and international perspectives.



Assessments are practical in nature and will place you at the beating of quality management!!!