VUSSC/Content/Tourism/Customer Care/Module Objectives

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At the end of this module, you should be able to:
  • Explain the importance of customers and customer care in the tourism sector;
  • Explain the rationale behind customer service excellence;
  • Identify customers' needs and expectations in terms of tour guiding services;
  • Explain the factors that determine customer service excellence;
  • Identify the features of customer service excellence;
  • Deliver & maintain customer service excellence;
  • Build and enhance customer relationship;
  • Respond to customer services problems effectively;
  • Handle customer complaints effectively;
  • Demonstrate effective communication skills;
  • Practise customer care skills;
  • Devise a plan for customer service excellence;
  • Monitor and assess the effectiveness of customer service excellence.