TOUR402 – Customer Service
Module code
TOUR402
Module title
Customer Service
Prescription
To provide students with the knowledge and skills to implement customer service and provide information advice, applying appropriate communication, literacy, numeracy and problem solving skills, to enhance the visitor experience.
Programmes
- BI1604
NZQA Level
Level 4
NZQA Credits
15
Delivery method
- Web-Supported
Learning hours
- Directed hours
- 80
- Self directed hours
- 70
- Total learning hours
- 150
Resources required
- Learning Outcomes
- 1: Demonstrate knowledge of and apply customer service in a tourism workplace.
2: Use in-depth tourism destination knowledge and appropriate problem solving and
communication skills to provide travel and tourism advice to clients.
3: Understand and maintain appropriate workplace standards of professional behaviour and
practice. - Content
- - Customer service in tourism organisations; including customer service delivery, first
impressions, customer judgements, customer delight, service recovery; customer service
delivery comparisons; customer feedback techniques such as verbal and written.
- Key components of customer service: including workplace service standards and
expectations, staff inductions, self-assessment to improve customer service delivery, dealing
with concerns, issues, and complaints.
- Products that enhance the visitor experience such as foreign exchange, travel insurance,
car hire, cruising and accommodation grading schemes.
- Relevant legislation, regulations, standards and guidelines; risk management
- Professional practice attributes: communication, interpersonal skills, problem-solving, team
work, team leadership, managing self, personal presentation, responsibility, reliability. - Teaching and Learning Strategy
- Practical - workshops; off-site visits; group activities; includes team work, time management skills, recording of evidence, peer and tutor feedback incorporating current industry standards and modelling of professional practice and behaviour.
Theory - includes face-to-face, web-supported lectures and tutorials; use of 'Moodle' and the internet; inquiry-based learning. - Assessment Criteria
- Assessment in this module is achievement-based. The portfolio is comprised of multiple components, all compulsory. Candidates must attempt all components of the portfolio and must achieve a minimum C grade pass overall to pass the module
- Learning and Teaching Resource
- Reservations system software
Relevant legislation, regulations, standards and guidelines include:
- Fair Trading Act 1986
- Consumer Guarantees Act 1993.
Required Text:
An extended reading list will be supplied by the tutor at commencement of the module. This will be updated annually.
