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）