HTM 131 Customer Service

Lecture Hours: 4
Credits: 4

Provides an in-depth study of the methods and techniques employed by the hospitality and tourism industry to accomplish effective and efficient customer service operation. Covers the full spectrum of quality service delivery, from the customer’s unique perspective. Outlines customer expectations for both task completion and quality experience. Discusses key personal traits, skills, and techniques for successful service delivery, including conflict resolution. Covers the unique perspectives of service in a 24/7 business environment. Includes combined discussions of management theory, systems, decision-making, and leadership directly relevant to any profession with emphasis on the hospitality industry.

Student Learning Outcomes:

Describe the features of tangible and intangible service, including both internal and external customer expectations.
Use personal service skills to communicate a positive service attitude, including effective communication style and problem-solving methods.
Apply guest service skills to work cooperatively in a team environment to reach a common goal.
Explain the unique role of measurement and tracking in service design and delivery.
Explain the importance of applying leadership, management skills, and human interrelations in the hospitality and tourism industry.
Apply management theory to planning, decision-making and leadership.
Explain the service-profit link and the balanced scorecard in a hospitality context.

Content Outline

The Nature of Customer Service
- Tangible vs. intangible service
- Quality of service as a job priority
- Types of customers
Systems of Service Delivery
- Timing of service delivery
- Internal communication dynamics
- Customer feedback loops
Personal Service Skills
- Understanding human needs
- Non-verbal communication techniques
- Empathy vs. product knowledge
Problem Solving
- Internal versus external customers
- Problem-solving imperatives
- Nature of conflict at work
- Importance and value of team spirit
Guest Service
- Role of each employee
- Anticipate and exceed guest expectations
- Complaint handling
- Importance and value of team spirit
Measuring Service
- Purpose of measurement
- Role of measurement at the staff level
- Theories of measurement
Cultural Diversity in the Workplace
- Appreciating the differences
- Building understanding, tolerance, and respect
- Behavior and job performance
Developing Outstanding Service
- Competitive scan
- Service standards
Maintaining Total Quality Service
- Service-profit link
- Balanced scorecard
Current Issues in Service Delivery
- Legal issues
- Hiring/recruiting issues
- Economic impacts on guest service delivery