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Course Title |
CUSTOMER SERVICE MANAGEMENT |
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Course Code |
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Description |
This module helps develop students’ understanding of the importance of customer service within the tourism and hospitality Industry. The focus of this module is on customer service standards, procedures and skills required for providing excellent service in order to attract and retain customers. |
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NQF Level |
Level 5 |
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Notional Hours |
160 |
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NQF Credits |
16 |
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Prerequisites |
None |
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Standard Type (Core, fundamental, elective) |
Core |
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Learning Outcomes/Spec ific Outcomes |
On completing the course students will be able to: · Explain the principles of customer service. · Outline the importance of customer service to the development and success of an organisation. · Distinguish between internal and external customers and their respective needs. · Illustrate the ability to resolve customer complains. · Outline the role of communications in customer service. |
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INTRODUCTION TO CUSTOMER SERVICE · Define Customer service · Explain the Importance of Customer service · Differentiate between internal and external customers CUSTOMER SERVICE EXPECTATIONS · Identify customer needs · Identify customer service expectations |
- Lecturer: Renolda Albertina Jossob
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TOURISM DeSTINATION AttractioNS IN NAMIBIA |
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The module will expose candidates to the different range of visitor attractions in Namibia and elsewhere in the world. Candidates will study the appeal and popularity of visitor attractions.
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Level 3 |
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120 |
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12 |
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None |
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Core |
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Upon completion of the course, students will be able to:
· Outline types of attractions and how they are categorized. · Identify and explain the role of visitor attractions in Namibia and the rest of the world. · Identify the reasons why tourist areas in a specific region have a range of visitor attractions. · Compare sales and promotional activities used by different visitor attractions. · Identify the stages in developing a visitor attraction.
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· Explain the nature and purpose of attractions · Describe the variety and scope of visitor attraction · Classify categories of visitor/ tourist attractions · Examine built attraction recognition criteria
Planning and Managing Cultural Attractions · Identify cultural heritage attractions · Describe cultural heritage attractions · Explain the significance of cultural heritage attractions · Outline the importance of planning and managing cultural attractions
Planning for Special Interest Tourism Attractions · Identify special interest tourism activities · Describe special interest tourism activities · Explain the significance of special interest tourism activities · Outline the importance of planning and managing of special interest tourism Stages in Developing a Visitor Attraction · Identify the stages in developing a visitor attraction · Explain stages in developing a visitor attraction · Recognize the importance of marketing planning for each stage
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The course will be facilitated through the following learning activities: Lectures, practical exercises, group discussions, assignment and tutorials |
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The modules will be assessed using a combination of Continuous Assessment and an end-of-semester examination. Continuous Assessment is made up of the following:
Continuous Assessment: 40%
· Tests · Assignments/Projects · Exercises · Quizzes · Worksheets · Practical exercises
Final Examinations: 60% Time allocation per question paper: between 2 and 3 hours
· The final examination will test the knowledge, understanding and skills outcomes in any given year on the course content covered. · The intention of the examination in its formulation is to avoid predictability and encourage students to prepare for all syllabus outcomes. · The level of complexity of a paper/s will be maintained consistently from year to year. · The intention of the examinations is to assess the following objectives: Ø Knowledge and Understanding Ø Application Ø Analysis Ø Evaluation · The examinations may include a range and balance of question types, such as multiple-choice questions, short-answer free response questions, open-ended questions and extended responses including essays. These will be determined by the Department in which the subject resides and with the approval of the Examinations Committee.
The demands of the examination in terms of the number and length of student responses required, the amount of reading time provided and the complexity of the questions will be appropriate for the time allocated for the examination.
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Moderation of assessments will be done in accordance with the ITCL’s general rules and guidelines on moderation. In addition, regular programme review, external verification, student and management evaluations will be used.
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Acha-Anyi PN, (2018) Introduction to Tourism Planning and Development - Igniting Africa's Tourism Economy. South Africa: Van Schaik Publishers.
Carmen. B, Stuart. E .l and Ritchie. J.R.B (2016) Destination branding: Insights and practices from destination management organization.
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- Lecturer: Franzelle Rittmann