TOUR6025 - Customer Service for Tourism

Module Details

Module Code: TOUR6025
Title: Customer Service for Tourism
Long Title: Customer Service for Tourism
NFQ Level: Fundamental
Valid From: Semester 1 - 2024/25 ( September 2024 )
Duration: 1 Semester
Credits: 5
Field of Study: 8120 - Tourism
Module Delivered in: no programmes
Module Description: This module will help students understand how customer service is critical to the tourism organisation's success by examining the interaction of customers, the workforce and the organisation.
 
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Explain the principles and practices of customer service in a tourism business.
LO2 Explain the concept of quality management and apply the appropriate tools to solve everyday problems in the tourism business for continuous improvement.
LO3 Examine methods for meeting customer expectations and apply methods to gather and analyse feedback to ensure continuous improvement in customer service.
LO4 Critique a tourist attraction's service journey.
LO5 Discuss technology and applications for interacting with tourists.
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
Introduction to Customer Service for Tourism
Introduction to customer service and best practice in the tourism organisation. Benefits of developing a customer focused organisation culture and leadership. The role of front-line staff, their interactions and engagement with customers. Lifetime value of customers. Internal and external customers. Customer service mission statements /charters in tourism.
Service Quality in Tourism
Total Quality Management (TQM) and the PDCA cycle to address customer problems/complaints and encourage continuous improvement. Customer expectations and perceptions. The service journey, touch points and moments of truth. Service failures and customer service recovery practices for customer retention. Standards and designing standard operating procedures.
Customer Service Communication & Training
Ways the organisation communicates with customers through online platforms, written communication, telephone etiquette and scripting. Training and developing employees for best practice and as part of a customer service programme.
Customer Service Technology
Use of technology in the tourism business for efficient work practices, tourist self-services and tourist experiences, mobile technology and applications for customer engagement leading to customer loyalty.
Module Content & Assessment
Assessment Breakdown%
Coursework50.00%
End of Module Formal Examination50.00%

Assessments

Coursework
Assessment Type Critique % of Total Mark 30
Timing Week 7 Learning Outcomes 4
Assessment Description
Critique a tourist attraction's service journey and identify Touch Points leading to Moments of Truth, presenting recommendations for improvements. Approx. 1,500 words.
Assessment Type Project % of Total Mark 20
Timing Week 9 Learning Outcomes 2,3,5
Assessment Description
Gather and analyse customer feedback to be considered for quality improvements.
End of Module Formal Examination
Assessment Type Formal Exam % of Total Mark 50
Timing End-of-Semester Learning Outcomes 1,2,3,5
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 Theory Every Week 3.00 3
Lab Contact Lab tutorial Every Week 1.00 1
Independent Learning Non Contact Theory Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Theory Every Week 3.00 3
Lab Contact Lab Every Week 1.00 1
Independent Learning Non Contact Theory Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
 
Module Resources
Recommended Book Resources
  • Robert W. Lucas. (2015), Customer Service Skills for Success, 6th. McGraw-Hill Education, New York, [ISBN: 9781259252945].
  • Simon Hudson,Louise Hudson. (2013), Customer Service for Hospitality and Tourism, 3rd. Goodfellow Publishers Ltd, p.306, [ISBN: 9781908999344].
Supplementary Book Resources
  • Suzanne Twomey. (2012), Customer Service in Ireland, 3rd. Gill Education, p.304, [ISBN: 9780717152605].
  • Michael Heppell. (2015), Five Star Service, 3rd. Pearson UK, p.244, [ISBN: 9781292100234].
This module does not have any article/paper resources
Other Resources