James Cook University Subject Handbook - 2023

TO5106 - Quality Customer Service

Subject Description

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

Note that 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.

Availabilities