Service Management and customer attention [101223]
Oller Nogués, Jordi
Escola Universitària de Turisme i de Direcció Hotelera

Fecha: 2016-17
Resumen: After taking the course students will be able to know: 1. Distinguish between the concepts of production and servuction and its implications for tourism businesses. 2. Know how to manage customer participation in the creation of services 3. Know the main generators of conflict in the management of services 4. Know how to model systems able to avoid conflict 5. Know the main functions of the management systems of the customer relationship: Customer Relationship Management (CRM) 6. Model integration of CRM with the business model of the company. 7. Assess how the new technologies and multiculturalism can affect service management and customer care. 8. Modeling an organizational system capable of collecting customer information and personalize the services offered in a multicultural and technological world. 9. Apply methodological instruments, reflective and critical analysis of a tourist company in relation to their performances service management and customer service. 10. Prove that has acquired communication skills verbal and written. 11. Correctly apply the computer program Power Point for exhibition discourse and argumentation. 12. Apply the basic functionality of tools related to the management and customer service.
Derechos: Aquest document està subjecte a una llicència d'ús Creative Commons. Es permet la reproducció total o parcial, la distribució, la comunicació pública de l'obra i la creació d'obres derivades, fins i tot amb finalitats comercials, sempre i quan es reconegui l'autoria de l'obra original. Creative Commons
Lengua: Català.
Plan de estudios: Bachelor's Degree in Tourism



7 p, 397.7 KB

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 Registro creado el 2016-11-28, última modificación el 2019-02-16



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