Customer Service Skills detailed Syllabus for Travel & Tourism (TR), K scheme PDF has been taken from the MSBTE official website and presented for the diploma students. For Subject Code, Subject Name, Lectures, Tutorial, Practical/Drawing, Credits, Theory (Max & Min) Marks, Practical (Max & Min) Marks, Total Marks, and other information, do visit full semester subjects post given below.
For all other MSBTE Travel & Tourism 5th Sem K Scheme Syllabus PDF, do visit MSBTE Travel & Tourism 5th Sem K Scheme Syllabus PDF Subjects. The detailed Syllabus for customer service skills is as follows.
Rationale
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Course Outcomes:
Students will be able to achieve & demonstrate the following COs on completion of course based learning
- Deploy Customer Service and Work Ethics in the Tourism Industry.
- Identify the attributes required for Effective Customer Handling.
- Design plans to build Customer Loyalty.
- Use Technology in Serving Customers.
- Apply various steps to Calm the Customer.
Unit I
Importance of Customer Service in Tourism and Work Ethics 1.1 Role of travel professional in Customer service in tourism. 1.2 Need and expectation of customer. 1.3 Ways to provide customer service. 1.4 Work ethics. 1.5 Ethics towards job and company.
Suggested Learning Pedagogie
Lecture Using Chalk-Board Industry Visit Demonstration Case Study Collaborative learning Lecture Using Chalk-Board Industry Visit Demonstration Case Study Collaborative learning
Unit II
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Unit III
Winning Customer Loyalty 3.1 Tips to provide exceptional Customer Service. 3.2 Steps in delivering exceptional service. 3.3 After sales service and support. 3.4 Protecting interests of customers. 3.5 Maintaining customer loyalty.
Suggested Learning Pedagogie
Role Play Video Demonstrations Presentations
Unit IV
Customer Service and Technology 4.1 Benefits of use of Internet and customer service. 4.2 Available modes of communication. 4.3 Embracing technology to serve customers Telephone Email social media Live Chats Chat bots Online support Portal CRM.
Suggested Learning Pedagogie
Presentations Site/Industry Visit Hands-on Demonstrations
Unit V
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List of Experiments:
- * Role plays to understand the need and expectation of customer.
- * Prepare poster on attributes for effective customer Service Skills.
- Prepare and present steps used in delivering exceptional customer service skills.
- *Preparation of PPT on given topic.
- * Presentation of PPT.
- * Role play on Handling customer complaints.
- *Video on handling Customer service skills.
- Report on the video of Customer service skills.
- *Collect the information of Technology used in customer service skills.
- * Report on the visit.
- * Refer website of travel agency/tour operation company and prepare a data base of various Technology mode used.
Self Learning
Assignment
- Prepare an assignment on various technology tools used in Customer Service Skills. 2) Make a report on Do’s and Dont’s for calming upset customers. 3) Prepare a list of Customer phrases and Customer related language. 4) Prepare a chart on Body Language.
- Prepare a report on various technology tools used in Customer Service Skills. 2) Make a report on Do’s and Dont for calming upset customers.. 3) Prepare a list of Customer phrases and Customer-related language. 4) Prepare a chart on Body Language.
Micro Project
- Do mock practices on handling customer complaints on any five common situations found during interaction across the counter. 2) Visit a travel agency to find out information on CRM and submit the report.
Laboratory Equipment
For the complete Syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier..
Learning Materials
- Sunetra Roday, Archana Biwal, Vandana Joshi Tourism Operations and Management Oxford University Press, 2009, New Delhi
- Gerald P. Jung A Practical guide to selling travel Prentice Hall, Englewood Cliffs, New Jersey, 1993
- Philips G.Davidoff & Doris S.Davidoff Sales and Marketing for Travel and Tourism Prentice Hall, 1994
- Michael M.Cottman Tourism Marketing Van Nostrand Reinhold, New York, 1989
- Keshu Patnaik What Customers really want Lotus Press, New Delhi, 2008
Learning Websites
- http://www.unwto.org/global-code-of-ethics-for-tourism Ethics in tourism
- https://www.business.qld.gov.au/industries/hospitality-touri sm-sport/tourism/business-development-operations/tourism-cus tomer-service Effective customer service
- https://www.flowlu.com/crm-guide/role-of-crm-in-travel-and-t ourism-industry/ Role of CRM in Tourism Industry
- https://www.ksl-training.co.uk/free-resources/customer-servi ce/how-to-improve-customer-service/ Effective Customer handling
- https://hbr.org/2023/03/using-technology-to-create-a-better-customer-experience Technology and customer service skills
For detail Syllabus of all other subjects of Travel & Tourism, K scheme do visit Travel & Tourism 5th Sem Syllabus for K scheme.
For all Travel & Tourism results, visit MSBTE Travel & Tourism all semester results direct links.