Service in the Tourism Sector

Service in the Tourism Sector

This course is available in more than one language; to enroll in the language of your preference, please click the flag above in the menu and change it before completing the enrollment process

Format

Online

Schedule

8 hours

Language

Spanish

Duration

4 semanas

Price

0

Institution

IESA - UNIKEMIA
Description

Customer Service in the Tourism Sector is an online course tailored for those aiming to understand and implement cutting-edge customer service strategies in the tourism industry. This course covers five essential modules that address the latest trends and best practices, from mastering the customer experience (CX) map to applying practical case studies. You will benefit from a rich mix of multimedia content, including video lectures, infographics, and expert insights. By completing this course, you will gain critical skills to anticipate customer needs, enhance service delivery, and create memorable experiences. Certification is awarded upon successful completion of self-assessments with a score of 70% or higher.

Important Information:

  • Applications open: Anytime
  • Priority deadline: Anytime

If you would like to enroll multiple users or need more information about this course, please contact us!

toa@ie.edu
What you'll learn
  • ✔ Understand customer orientation principles.
  • ✔ Grasp the service delivery value chain.
  • ✔ Analyze stages of the Customer Experience Map.
  • ✔ Comprehend key service delivery elements.
  • ✔ Design a Customer Experience Map for excellence.
Course content
Module 1
Customer Orientation

Understand customer orientation principles and the service-utility chain.

Explore the impact of digital transformation on customer expectations.

Learn tips for improving user experience on websites and adopting an omnichannel approach.

Examine Disney’s customer experience strategies.

Complete a self-assessment to gauge your understanding.

Module 2
Best Practices in Service Delivery

Master the art of anticipation and review best practices in service delivery.

Study infographics on effective service delivery methods and buyer personas.

Analyze customer service metrics, including insights from Zappos.

Take a self-assessment to test your grasp of the content.

Module 3
Culture of Service Excellence

Delve into the principles of service excellence and successful customer experience cases.

Learn about Zappos’ values and watch an expert interview with Professor Hernán Rosas.

Complete a self-assessment to evaluate your learning progress.

Module 4
Customer Journey Map

Learn to design and implement a Customer Journey Map tailored to the tourism sector.

Study success stories, including a case from AccorHotels.

Finish with a self-assessment to consolidate your knowledge.

Module 5
Practical Exercises

Follow instructions for practical customer service exercises.

Apply the concepts learned to real-world scenarios in the tourism sector.