Introduction to Service ManagementModule Details

Course/Module Description:

This course/module it combines in-depth subject knowledge of the services practices that are used in the hospitality industry from a business as well as customer level.

Course/Module Objectives:

The main objectives of the course are:

1. To improve the quality of the services provided to the customer whilst containing or reducing costs
2. To provide an understanding in relation to the structure and nature of information markets and services and to evaluate the conduct of market participants and information providers and consumers
3. It aims to equip students with the knowledge of design, delivery, and management of services
4. To develop analytical and problem-solving skills relating to service management.

Course/Module Learning Outcomes:

After completion of the course students are expected to be able:

1. To listen and speak in a professional manner to customers
2. To use appropriate customer service procedures and to demonstrate effective responses to sales questions from consumers
3. To exhibit punctuality and an appropriate work ethic and to act in a sense of professionalism in the workplace
4. To complete a variety of basic quantitative activities involving customer service reviews.