VUSSC/Content/Tourism/Customer Care

=Module: Customer Care=

/Overview/

/Module Objectives/
 * 1) Understanding Customer Service Excellence
 * 2) /Introduction to Unit 1/
 * 3) /Objectives of Unit 1/
 * 4) /Customer Service Excellence/
 * 5) /Quality/
 * 6) /Total Quality Management/
 * 7) /Quality Systems/
 * 8) /Customer Service Excellence Systems/
 * 9) /Summary of Unit 1/
 * 10) /Assessment/
 * 11) Importance of Customer Service Excellence
 * 12) /Introduction to Unit 2/
 * 13) /Objectives of Unit 2 /
 * 14) /Rationales for Customer Service Excellence/
 * 15) /Marketing Perspective /
 * 16) /Stakeholder Perspective /
 * 17) /Survival Perspective /
 * 18) /Duty Principles and Good Governance /
 * 19) /Code of Ethics/
 * 20) /Customer Charters/
 * 21) /Legal Perspective /
 * 22) /Summary of Unit 2/
 * 23) /Assessment/
 * 24) Understanding Customer Service Excellence
 * 25) /Introduction to Unit 3/
 * 26) /Objectives for Unit 3/
 * 27) /Definition of Customer Service/
 * 28) /Who are your Customers?/
 * 29) /Identifying Customer Needs and Expectations/
 * 30) /Providing Information, Advice and Assistance/
 * 31) /Accuracy and Reliability/
 * 32) /Dealing with Special Needs/
 * 33) /Recognising Customer individual Needs/
 * 34) /Effective Communication with Customers who have Difficulties with Visual Communication Methods/
 * 35) /Responding to Individual Needs/
 * 36) /Dealing with Problems/
 * 37) /Importance of Internal Policies and Procedures/
 * 38) /Procedures for managing customer records/
 * 39) /Procedures for answering telephone/
 * 40) /Procedures for dealing with enquiries/
 * 41) /Procedures for handling financial transactions/
 * 42) /Procedures for medical urgencies/
 * 43) /Procedures for complaint handling/
 * 44) /Legal Obligations/
 * 45) /Contractual Agreement with Customers/
 * 46) /Data Protection/
 * 47) /Equal Opportunities/
 * 48) /Impact of Technologies on Customer Service Excellence/
 * 49) /What are the effects of these procedures and legal requirements on custmer service excellence?/
 * 50) /Summary of Unit 3/
 * 51) /Assessment/
 * 52) Planning Customer Service Excellence
 * 53) /Introduction to Unit 4/
 * 54) /Objectives for Unit 4 /
 * 55) /Your Role in Planning for Customer Service Excellence/
 * 56) /Market Research/
 * 57) /Gathering Information about Customer Interests/
 * 58) /The Mission and Objectives as Drivers of the Planning Process/
 * 59) /Benchmarking - Deciding on Standards/
 * 60) /Summary of Unit 4/
 * 61) /Assessment/
 * 62) Delivering Customer Service Excellence
 * 63) /Introduction to Unit 5/
 * 64) /Objectives for Unit 5/
 * 65) /What is a Service - A Recap/
 * 66) /Key Requirements of Customer Service Excellence/
 * 67) /Thorough Knowledge/
 * 68) /Effective Communication Skills/
 * 69) /People Skills/
 * 70) /Conducive Business Environment/
 * 71) /Customer Satisfaction/
 * 72) /Summary of Unit 5/
 * 73) /Assessment/
 * 74) Effective Customer Relationship
 * 75) /Introduction to Unit 6/
 * 76) /Objectives for Unit 6/
 * 77) /Building Relationships/
 * 78) /Benefits of Effective Customer Relationships/
 * 79) /Resolving Customer Problems/
 * 80) /Handling Customer Complaints Effectively/
 * 81) /Impact on the Organisation/Agency/
 * 82) /Summary of Unit 6/
 * 83) /Assessment/
 * 84) Monitoring and Maintaining Customer Service Excellence
 * 85) /Introduction to Unit 7/
 * 86) /Objectives for Unit 7/
 * 87) /Monitoring the Quality of Services Provided/
 * 88) /Evaluation/
 * 89) /Recommending Improvements/
 * 90) /Training for Service Excellence/
 * 91) /Improving Customer Service Excellence/
 * 92) /Summary of Unit 7/
 * 93) /Assessment/