View Unit : Principles of Customer Service in Hospitality Leisure Travel and Tourism

Unit

Unit Reference Number

T/600/1059

Qualification Framework

QCF

Title

Principles of Customer Service in Hospitality Leisure Travel and Tourism

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

7.4 Hospitality and Catering

Unit Grading Structure

Pass

Assessment Guidance

None

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Understand the importance to the organisation in providing excellent customer service in the hospitality, leisure, travel and tourism industries	1.1	Describe the role of the organisation in relation to customer service
		1.2	Identify the characteristics and benefits of excellent customer service
		1.3	Give examples of internal and external customers in the industries
		1.4	Describe the importance of product knowledge and sales to organisational success
		1.5	Describe the importance of organisational procedures for customer service
2	Understand the role of the individual in delivering customer service in the hospitality, leisure, travel and tourism industries	2.1	Identify the benefits of excellent customer service for the individual
		2.2	Describe the importance of positive attitude, behaviour and motivation in providing excellent customer service
		2.3	Describe the importance of personal presentation within the industries
		2.4	Explain the importance of using appropriate types of communication
		2.5	Describe the importance of effective listening skills
3	Understand the importance of customers’ needs and expectations in the hospitality, leisure, travel and tourism industries	3.1	Identify what is meant by customer needs and expectations in the industries
		3.2	Identify the importance of anticipating and responding to varying customers’ needs and expectations
		3.3	Describe the factors that influence the customers’ choice of products and services
		3.4	Describe the importance of meeting and exceeding customer expectations
		3.5	Describe the importance of dealing with complaints in a positive manner
		3.6	Explain the importance of complaint handling procedures

Equivalent Units

There are no equivalences to display.