Module Details

Module Code: HOSP6055
Title: Communications & Customer Care
Long Title: Communications & Customer Care
NFQ Level: Fundamental
Valid From: Semester 1 - 2017/18 ( September 2017 )
Duration: 1 Semester
Credits: 5
Field of Study: 8110 - Hospitality
Module Delivered in: 2 programme(s)
Module Description: This module will enable the learner to identify the principles of effective communication and to develop these skills to enhance relationships with the customer.
 
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Define those factors which contribute to effective communication in the context of customer care within the hospitality sector.
LO2 Apply the skills necessary for the successful practice of written, oral and non-verbal communication.
LO3 Categorise customer needs and expectations, and identify the importance of customer relationships.
LO4 Identify procedures to effectively handle customer complaints
LO5 Define the process of delivering quality service.
LO6 Identify the social media platforms that are used to effectively communicate within the hospitality industry.
Dependencies
Module Recommendations

This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.
No requirements listed
 
Indicative Content
The Principles and Process of Communication
Principles of effective communication. Objectives of and barriers to the communication process.
Written Communication
Style and tone of written communication. The Harvard Referencing system. Effective writing of correspondence and reports. Menu design and compilation.
Oral and Non-Verbal Communication
Talks and presentation skills. Assertiveness. Effective listening. Communication and customer care. Communication across cultures.
Communication at Work
Meetings. Interviews. Electronic communications. Communication and interpersonal relationships. Handling conflict.
Handling Customer Complaints
Customer needs and expectations. Understanding the basis for complaints. Complaints resolution. Negotiating with customers. Dealing with difficult customers. Communication with customers.
Service Quality
The nature of quality service. Measurement of quality service. Customer loyalty. Customer feedback.
Social Media
The professional use of social media as a tool for promotion.
Module Content & Assessment
Assessment Breakdown%
Coursework40.00%
End of Module Formal Examination60.00%

Assessments

Coursework
Assessment Type Project % of Total Mark 40
Timing Week 7 Learning Outcomes 1,2,3
Assessment Description
Written Report and Presentation on relevant topic eg. Customer Service
End of Module Formal Examination
Assessment Type Formal Exam % of Total Mark 60
Timing End-of-Semester Learning Outcomes 1,2,3,4,5,6
Assessment Description
End-of-Semester Final Examination
Reassessment Requirement
Repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.

The University reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Theoretical Instruction Every Week 3.00 3
Independent & Directed Learning (Non-contact) Non Contact Student Self Directed Every Week 4.00 4
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Theoretical Instruction Every Week 3.00 3
Independent & Directed Learning (Non-contact) Non Contact Student Self Directed Every Week 4.00 4
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
 
Module Resources
Recommended Book Resources
  • Peter Hartley and Peter Chatterton. (2015), Business Communication, Second. Routledge, England, [ISBN: 9780415640282].
  • Henry McClave. (2008), Communication for Business, 4th. Gill & Macmillan, Dublin, [ISBN: 9780717144556].
Supplementary Book Resources
  • Alan Charlesworth. (2014), Digital Marketing A Practical Approach, second. Routledge, England, [ISBN: 9780415834834].
  • Simon and Louise Hudson. (2013), Customer Service for Hospitality and Tourism, Goodfellow, Oxford, [ISBN: 9781908999344].
  • Nicholas Harvey. (2010), Effective Communication, 3rd. Gill & Macmillan Ltd, Dublin, [ISBN: 9780717147564].
This module does not have any article/paper resources
Other Resources
 
Module Delivered in
Programme Code Programme Semester Delivery
CR_OCULS_6 Higher Certificate in Arts in Culinary Studies 2 Elective
CR_OHOST_6 Higher Certificate in Arts in Hospitality Studies 2 Mandatory