VUSSC/Content/Tourism/Customer Care

Module: Customer Care

Overview

Module Objectives

1. Understanding Customer Service Excellence
   1. Introduction to Unit 1
   2. Objectives of Unit 1
   3. Customer Service Excellence
   4. Quality
   5. Total Quality Management
   6. Quality Systems
   7. Customer Service Excellence Systems
   8. Summary of Unit 1
   9. Assessment
2. Importance of Customer Service Excellence
   1. Introduction to Unit 2
   2. Objectives of Unit 2
   3. Rationales for Customer Service Excellence
      1. Marketing Perspective
      2. Stakeholder Perspective
      3. Survival Perspective
      4. Duty Principles and Good Governance
         1. Code of Ethics
         2. Customer Charters
      5. Legal Perspective
   4. Summary of Unit 2
   5. Assessment
3. Understanding Customer Service Excellence
   1. Introduction to Unit 3
   2. Objectives for Unit 3
   3. Definition of Customer Service
   4. Who are your Customers?
   5. Identifying Customer Needs and Expectations
   6. Providing Information, Advice and Assistance
      1. Accuracy and Reliability
   7. Dealing with Special Needs
      1. Recognising Customer individual Needs
   8. Effective Communication with Customers who have Difficulties with Visual Communication Methods
   9. Responding to Individual Needs
   10. Dealing with Problems
   11. Importance of Internal Policies and Procedures
       1. Procedures for managing customer records
       2. Procedures for answering telephone
       3. Procedures for dealing with enquiries
       4. Procedures for handling financial transactions
       5. Procedures for medical urgencies
       6. Procedures for complaint handling
   12. Legal Obligations
       1. Contractual Agreement with Customers
       2. Data Protection
       3. Equal Opportunities
   13. Impact of Technologies on Customer Service Excellence
   14. What are the effects of these procedures and legal requirements on custmer service excellence?
   15. Summary of Unit 3
   16. Assessment
4. Planning Customer Service Excellence
   1. Introduction to Unit 4
   2. Objectives for Unit 4
   3. Your Role in Planning for Customer Service Excellence
   4. Market Research
   5. Gathering Information about Customer Interests
   6. The Mission and Objectives as Drivers of the Planning Process
   7. Benchmarking - Deciding on Standards
   8. Summary of Unit 4
   9. Assessment
5. Delivering Customer Service Excellence
   1. Introduction to Unit 5
   2. Objectives for Unit 5
   3. What is a Service - A Recap
   4. Key Requirements of Customer Service Excellence
      1. Thorough Knowledge
      2. Effective Communication Skills
      3. People Skills
      4. Conducive Business Environment
   5. Customer Satisfaction
   6. Summary of Unit 5
   7. Assessment
6. Effective Customer Relationship
   1. Introduction to Unit 6
   2. Objectives for Unit 6
   3. Building Relationships
   4. Benefits of Effective Customer Relationships
   5. Resolving Customer Problems
   6. Handling Customer Complaints Effectively
   7. Impact on the Organisation/Agency
   8. Summary of Unit 6
   9. Assessment
7. Monitoring and Maintaining Customer Service Excellence
   1. Introduction to Unit 7
   2. Objectives for Unit 7
   3. Monitoring the Quality of Services Provided
   4. Evaluation
   5. Recommending Improvements
   6. Training for Service Excellence
   7. Improving Customer Service Excellence
   8. Summary of Unit 7
   9. Assessment