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TO5106 - Quality Customer Service

Credit points: 3
Year: 2022
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

JCU Brisbane, Trimester 1, Internal
Census Date 10-Mar-2022
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, Study Period 51, Internal
Census Date 07-Apr-2022
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.