SJQU-QR-JW-033 (AO) 【旅游企业客户服务(双语)】 Customer Service in Tourism and Hospitality Syllabus 1. Basic information Course code:【 Course credits:【2】 Majors ourism managemen】 Characteristic of The Course: (ODepartment Compulsory Courses] School: Department of Tourism Management, Business School Teaching Materials and Textbooks: Textbook Leonardo Inghilleri, Micah Solomon. Exceptional Service, exceptional profit: the secrets of Building a Five-star Customer Service Organization. AMACOM. 20101 Bibliography John R. Dijulius Ill The Customer Service Revolustion. Greenleaf Book Gr Press. 2015 Peggy Carlaw, Vasudha Kathleen deming.周璟,高采平(译).中国工信出版集团,电子工 业出版社2017】 Preface Course: [Tourism Introduction 2060483(3)) 2. Course Description Customer Service in Tourism and Hospitality introduces the theories on customer service including on customer service, customer satisfaction, service recovery and CRM. This course focuses on the operation and management of the tourism field, aiming to encourage students to understand and think deeply about the customer service management from customers, service provider and managers position. The course concludes discussing the importance of customer management and inspire learners to solve practical problems using theories and ideas coming 3. Suggestion for Choice of the Course This course is very well suited for junior students majoring in Tourism Management Basic knowledge is required 4. The Correlation of Curriculum and graduation requirements Graduation Requirements Relation LOll: Understand the viewpoints and needs of others, can clearly express their own work ideas and working methods, and can communicate written, oral and artwork on construction management on different occasions LO21: Collect, analysis, discuss and practice data of new knowledge, new processes, new technologies, new materials in the field of construction management, complete the autonomous learning and application of knowledge according to job needs and social needs LO31: Have basic engineering knowledge LO32: Ability of design project economics and technical solutions LO33: Ability of construction management capabilities
【旅游企业客户服务（双语）】 【Customer Service in Tourism and Hospitality】Syllabus 1. Basic Information Course Code：【2060486】 Course Credits：【2】 Major：【Tourism Management】 Characteristic of The Course：【◎Department Compulsory Courses】 School：Department of Tourism Management, Business School Teaching Materials and Textbooks： Textbook 【 Leonardo Inghilleri, Micah Solomon. Exceptional Service, exceptional profit: the secrets of Building a Five-star Customer Service Organization. AMACOM.2010】 Bibliography【John R.Dijulius III.The Customer Service Revolustion. Greenleaf Book Group Press.2015 Peggy Carlaw, Vasudha Kathleen Deming. 周璟，高采平（译）. 中国工信出版集团，电子工 业出版社.2017】 Preface Course：【Tourism Introduction 2060483 (3)】 2. Course Description Customer Service in Tourism and Hospitality introduces the theories on customer service, including on customer service, customer satisfaction, service recovery and CRM. This course focuses on the operation and management of the tourism field, aiming to encourage students to understand and think deeply about the customer service management from customers, service provider and managers position. The course concludes discussing the importance of customer management and inspire learners to solve practical problems using theories and ideas coming from class. 3. Suggestion for Choice of the Course This course is very well suited for junior students majoring in Tourism Management. Basic knowledge is required. 4. The Correlation of Curriculum and Graduation Requirements Graduation Requirements Relation LO11：Understand the viewpoints and needs of others, can clearly express their own work ideas and working methods, and can communicate written, oral, and artwork on construction management on different occasions. LO21：Collect, analysis, discuss and practice data of new knowledge, new processes, new technologies, new materials in the field of construction management, complete the autonomous learning and application of knowledge according to job needs and social needs. LO31：Have basic engineering knowledge LO32：Ability of design project economics and technical solutions. LO33：Ability of construction management capabilities SJQU-QR-JW-033（A0）
LO34: Ability to use modern tools for construction management LO35: Pay attention to construction safety, cultural heritage and social LO36: Environmental protection awareness and sustainable development LO41: obey the discipline, keep the faith and keep the responsibility; adapt to the change of the environment, have the ability to resist setbacks and responsibility"is one of the contents of our school motto) LO5 1: maintain good cooperation with the group and become an active member in the group; be good at bringing forth new ideas from innovative thinking and using knowledge and practice LO61: has a certain information literacy, good at collecting information, and can use information technology to solve problems in the work LO71: willing to serve others, serve enterprises, serve the society, be enthusiastic, loving and grateful, (gratitude, reward and love) is one of our school n LOSI the basic ability to express communication and cross-cultural understanding in foreign languages, and has the awareness of international competition and cooperation LO=Learning Outcome 5. Course Objectives/Course Expected Learning Outcomes Course Expected Course Objectives Teaching and Assessment Learning (Detailed Expected Learning Methods Method Outcomes Learning Outcomes) Proficient in English Bilingual lecture management. LO211 Express professional required to discuss, Group views to all involved in ommunicate and presentation the project construction answer questions in clearly by Group learning LO321 Ability to compile andLecture Project monitor the Seminar heduled work construction projectHomework Final exam plans and take corrective measures in
LO34：Ability to use modern tools for construction management LO35：Pay attention to construction safety, cultural heritage and social development. LO36：Environmental protection awareness and sustainable development concept. LO41: obey the discipline, keep the faith and keep the responsibility; adapt to the change of the environment, have the ability to resist setbacks and stress. ("responsibility" is one of the contents of our school motto) LO51: maintain good cooperation with the group and become an active member in the group; be good at bringing forth new ideas from innovative thinking and using knowledge and practice. LO61: has a certain information literacy, good at collecting information, and can use information technology to solve problems in the work. LO71: willing to serve others, serve enterprises, serve the society, be enthusiastic, loving and grateful, (gratitude, reward and love) is one of our school motto. LO81: it has the basic ability to express communication and cross -cultural understanding in foreign languages, and has the awareness of international competition and cooperation. LO=Learning Outcomes 5. Course Objectives / Course Expected Learning Outcomes No. Course Expected Learning Outcomes Course Objectives （Detailed Expected Learning Outcomes） Teaching and Learning Methods Assessment Methods 1 LO211 Proficient in English and Chinese construction project management. Express professional views to all involved in the project construction clearly by using English. Bilingual Lecture. Seminar. Students are required to discuss, communicate and answer questions in English. Group learning. Group presentation 2 LO321 Ability to compile and monitor the implementation of construction project plans and take corrective measures in time to ensure the Lecture. Seminar. Group work. Homework. Project scheduled plan. Final exam
realization of project ability to apply the concept of LO714 stainability to Seminar Class constructionproject participation. Final exam Be able to read english literature in construction Seminar LO811 Discuss and answer Case analys Class questions in Self-study ofessional english 6. Course Content Unit 1 Customer service Theory class hour: 8 Teaching Content: 1.1 What is Customer Service? L2 Reactive Service vs Proactive service Knowledge Requirements: Introduce the conception of customer service Distinguish the function and goal of customer service management Ability Requirements Understand the importance of the customer service management Teaching Emphasis Conception of customer service Unit 2 Customer: Satisfaction Manager Theory hour: 8 Teaching Conten 2.1 Four Elements of customer satisfaction Knowledge requirements: Know the meaning of the customer satisfaction Understand the four factors affecting customer satisfaction Ability Requirements Discuss the critical characteristics of customer satisfaction Teaching Emphasis Important moment in building customer satisfaction Unit 3 Employee: Service Skills Theory hour: 8 Teaching Content 3. 1 Language engineering 3.2 Service Recovery 3.3 Building Customer Loyalty 3.4 Cost, value and pricing Ige requirements Language skills in offering customer service Service recovery skills Ability requirements: Provide a way to develop the ability to make service recovery
6. Course Content Unit 1 Customer Service Theory class hour: 8 Teaching Content: 1.1 What is Customer Service? 1.2 Reactive Service VS Proactive Service Knowledge Requirements： Introduce the conception of customer service Distinguish the function and goal of customer service management Ability Requirements: Understand the importance of the customer service management Teaching Emphasis: Conception of customer service Unit 2 Customer: Satisfaction Manager Theory hour: 8 Teaching Content: 2.1 Four Elements of Customer Satisfaction 2.2 Moment of Truth Knowledge Requirements： Know the meaning of the customer satisfaction Understand the four factors affecting customer satisfaction. Ability Requirements: Discuss the critical characteristics of customer satisfaction Teaching Emphasis: Important moment in building customer satisfaction Unit 3 Employee: Service Skills Theory hour: 8 Teaching Content: 3.1 Language Engineering 3.2 Service Recovery 3.3 Building Customer Loyalty 3.4 Cost,value and pricing Knowledge Requirements： Language skills in offering customer service Service recovery skills Ability Requirements: Provide a way to develop the ability to make service recovery realization of project objectives. 3 LO714 Ability to apply the concept of sustainability to constructionproject management. Lecture. Seminar. Case analysis. Group presentation. Class participation. Final exam. 4 LO811 Be able to read English literature in construction management. Discuss and answer questions in professional English. Lecture. Seminar. Case analysis. Self-study. Group presentation. Class participation
Te The value and cost of customers and customer loyalty Unit 4 Leadership: Customer-Centered Organization Theory hour: 8 Teaching Content 4. 1 Putting Process to Work for You 4.2 Selecting, Orientating, Training the People Service Leaders 4 3 Five Characteristics of Great Leaders Knowledge requirements: The characteristics of a great leader in group The way to offer excellent training program Ability Requirements Selecting orientating, training the employee Teaching Emphasis: The characteristics of a great leader in group 7. Grading Policy No of the Grading Learning Exams and assignments Percentage Computation evaluated Final e 40% L0342/0413 XI Class Participation 20% L0342/L0613 20% L0342/L0112 X3 Projec L0714/L0811 Deans signature Time: August 27. 2021 Time: August 27. 2021
Teaching Emphasis: The value and cost of customers and customer loyalty Unit 4 Leadership: Customer-Centered Organization Theory hour: 8 Teaching Content: 4.1 Putting Process to Work for You 4.2 Selecting, Orientating, Training the People Service Leaders 4.3 Five Characteristics of Great Leaders Knowledge Requirements： The characteristics of a great leader in group The way to offer excellent training program Ability Requirements: Selecting ,orientating, training the employee Teaching Emphasis: The characteristics of a great leader in group 7. Grading Policy Grading Computation Exams and Assignments Percentage No. of the Learning Outcomes evaluated 1 Final Exam 40% L0342/L0413 X1 Class Participation 20% L0342/L0613 X2 Paper 20% L0342/L0112 X3 Project 20% L0714/L0811 Instructor： Dean’s signature: Time：August 27, 2021 Time：August 27, 2021