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Module Specification:
Module Customer service management in tourism and hospitality
Learning outcomes Assessment criteria Indicative content

When awarded credit for Assessment of this learning

this unit, a student will: outcome will require a
student to demonstrate that
they can:
1 Manage customer 1.1 Explain the importance of • Guest relations management
service operations in anticipating customers’ needs including use of technology
hospitality or tourism and preferences • Standards of customer service
1.2 Set customer service • Image of the organisation
targets and standards for a • Customers’ expectations
department • Monitoring staff performance and
1.3 Allocate resources to behaviour in customer service
operations to enable efficient • Factors that create/influence
customer service rapport with customers
1.4 Ensure all staff maintain • Risk identification and contingency
customer service standards planning
1.5 Make use of customer • Customer Relationship
feedback to improve products Management (CRM) definition,
and services scope and use
• Role of the manager in coaching
staff and providing feedback
2 Manage the resolution 2.1 Describe possible actions • Techniques to identify problems
of customers’ queries and to prevent problems • Possible courses to prevent
complaints in hospitality 2.2 Identify the cause of problems
or tourism complaints • Compensation, discounts and
2.3 Explain how to handle offers
complaints in accordance with • Authority limits and empowering
customer service standards staff
2.4 Maintain records of issues, • Use of information in resolving
problems and incidents and preventing complaints
• Communicating in a way that
customers can understand (ie
• Verbal and non-verbal
communication techniques
3 Analyse the 3.1 Implement an evaluation • Sources of information on
effectiveness of customer plan in accordance with customers and business
service in hospitality or organisational requirements performance
tourism 3.2 Analyse information using • Analytical techniques
agreed techniques • Use of customer information in
3.3 Identify strengths, areas quality operations
for improvement and patterns • Criteria for recommending
of repeated customer improvements
3.4 Recommend
improvements that are
practicable and which offer
value for money
4 Understand the use of 4.1 Define “quality”, quality • Quality variables
quality systems in the attributes and measures • Quality systems: TQM, Investors in
tourism and hospitality 4.2 Explain the components of People, Hospitality Assured, ISO and
industry an effective quality system other non-UK standards
4.3 Explain how to identify • Quality criteria and measures
problems, defects and • Fault diagnosis and problem
shortfalls against quality solving
4.4 Explain how quality
standards can be used to
make improvements
Additional information about the unit
Unit purpose and aim(s) This unit covers the management of customer service operations,
managing the resolution customers’ queries and complaints,
analysing the effectiveness of customer service in hospitality or
tourism and understanding the use of quality systems in the tourism
and hospitality industry
Assessment requirements To be assessed by work-based assessment or assignment

Awarding body CTH

Module duration:
• Starting Tuesday 30th Sept 2014

• Lecture time : 13:00 to 15:00

• 2 hours sessions over 10 weeks

Rushmore Complex, Sodnac Link Road, Quatre Bornes, Mauritius.

Tel: (230) 696 2671 Fax: (230) 696 2729 Email: