Topics to be covered throughout the programme include:
Researching types of travel and tourism, customers and their needs: types of tourism, types of travel, customer care and their needs.
Contribution of tourism and travel to the destination economy: global recognition of the tourism destination, employability in the travel and tourism sector, statistical visitor controls.
Research into tourism and travel organisations: tourism industry involvement and initiatives, key sectors of the tourism industry, interrelationships and interdependencies within the tourism industry, technology in tourism.
Factors affecting the tourism industry: factors affecting tourism organisations, response of tourism organisations to external factors.
The importance of customer service in organisational success: customer service in tourism, meeting customer expectations and satisfaction, impact of customer service on the organisation, handling satisfaction surveys, factors influencing customer decision and the importance of meeting expectations in the tourism sector.
Application of customer service in various scenarios in the tourism sector: customer service skills, effective handling of complaints and suggestions, implementation of customer service in two scenarios:
Self-assessment of customer service effectiveness as an added value in a tourism organisation.
Creation of a plan to monitor and improve customer service to achieve organisational objectives.