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TO5106 - Quality Customer Service

Credit points: 3
Year: 2021
Student Contribution Band: Band 4
Administered by: College of Business, Law & Governance

Quality Customer Service is crucial for a healthy hospitality and tourism business. In this subject students will analyse, and evaluate customer experiences to propose and implement focused service excellence strategies for businesses operating across the hospitality and tourism sectors. Students will liaise with Industry clients to conduct an applied research project focused on enhancing customer interactions and providing service excellence options to enhance business effectiveness and customer management.

Learning Outcomes

  • critically analyse customer service experiences in hospitality and tourism establishments;
  • evaluate and synthesise service experience enhancement strategies in hospitality and tourism establishments aligned with theoretical underpinnings and practical application;
  • research and design a customer service enhancement proposal for a business in the hospitality and tourism industry.

Subject Assessment

  • Oral > Presentation 1 - (25%) - Individual
  • Written > Project report - (50%) - Group
  • Participation > Observation - (25%) - Individual.

Availabilities

Cairns , Internal, Study Period 1
Census Date 25-Mar-2021
Coord/Lect: Dr Denis Tolkach.
Workload expectations:

The student workload for this 3 credit point subject is approximately 130 hours.

  • 36 hours workshops
  • assessment and self-directed study

JCU Brisbane, Internal, Study Period 21
Census Date 11-Mar-2021
Coordinator: Dr Denis Tolkach
Lecturers: Mr Rob Kelly, Dr Denis Tolkach.
Workload expectations:

The student workload for this 3 credit point subject is approximately 130 hours.

  • 36 hours lectures (didactic or interactive) - Combination of lecturers and tutorials
  • assessment and self-directed study

JCU Singapore, Internal, Study Period 51
Census Date 08-Apr-2021
Coordinator: Dr Zahra Pourabedin
Lecturer: Ms Karen Sim.
Workload expectations:

The student workload for this 3 credit point subject is approximately 130 hours.

  • 50 hours lectures (didactic or interactive) - Combination of lectures and tutorials
  • assessment and self-directed study

Note: Minor variations might occur due to the continuous Subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.