VUSSC/Content/Tourism/Customer Care/Module Objectives

Objectives

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.