Level 5 Subject: Customer Relationship Management in the Tourism and Hospitality Industry

This subject will aid the students in the understanding of customer relationships within the field of hospitality and tourism. Students will cover developing a customer service strategy in the tourism and hospitality industry; managing customer relationships (CRM) and evaluating customer service.

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Description

This subject will aid the students in the understanding of customer relationships within the field of hospitality and tourism. Students will cover developing a customer service strategy in the tourism and hospitality industry; managing customer relationships (CRM) and evaluating customer service.

Accreditation

CTH Programme in Tourism and Hospitality

Qualification

This subject forms part of the CTH Programme in Tourism and Hospitality, on completion of all 7 Level 5 subjects you shall receive a CTH Level 5 Advanced Diploma in Tourism Management (UK based qualification).

Requirements

You must be at least 16 years old and must have passed Grade 10 or your GCSEs.
If you have not passed Grade 10 / GCSEs, but are over the age of 21, you may still be considered.
You must be able to speak, read and write in English.
Successful completion of the CTH Level 4 Diploma in Tourism Management.

Duration

This subject can be completed in 3 months.

Subjects

Developing a customer service strategy:

1.1 Customers’ needs at all stages of the buying cycle.
1.2 Organisational standards of customer service.
1.3 The coherence of the strategy with other organisational strategies, plans and priorities.
1.4 An after-sales care programme that meets identified customer needs.
1.5 Internal and external stakeholders’ commitment to the strategy and its implications.

Managing customer relationships (CRM):

2.1 The scope, types and uses of Customer Relationship Management (CRM) and their implications.
2.2 A CRM system that is responsive within agreed customer service standards and can identify critical customer information.
2.3 The coherence of a CRM strategy, data and activities with those of other departments.
2.4 Procurement and customer service issues identified by CRM information.

Evaluating customer service:

3.1 An evaluation plan that addresses customer service objectives.
3.2 Evaluation methods and obtain information that is within the agreed budget.
3.3 Strengths and areas for improvement.
3.4 Measures to improve customer service that are consistent with organisational objectives, priorities and values.

Packages

This course is available via the Online Standard package. This package includes the following:

Online Standard:
- Textbooks
- Introduction Video
- Exam Info
- Q & A Platform
- Concept Videos
- Forums
- Exam Timetable
- Study Schedule
- A Mock Exam & Solutions
- Two Online Sessions with your Lecture

Assessment

You will be required to complete a written assignment for marking or students can complete a work-based assessment.

What's next

You can continue your studies with SACOB and CTH and complete more subjects that make up this qualification.