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.

WHO IS THIS PROGRAM DESIGNED FOR?

This course is designed for professionals in the tourism, sales, and service sectors seeking to learn the best practices and strategies for achieving service excellence. It is also suitable for individuals who want to enhance their understanding of customer service in the context of digital transformation. By mastering these skills, you will be equipped to add value to your brand, improve customer satisfaction, and excel in a competitive industry.

Meet our instructors
Oswaldo Lorenzo

Oswaldo Lorenzo

PHD

Doctorado por Warwick Business School, Reino Unido. CEO de Unikemia, una startup de tecnología educativa en España y América Latina. Profesor invitado en Manchester Business School (Gran Bretaña). Experto en operación empresarial, emprendimiento e innovación, nuevas tecnologías digitales y gestión de proyectos en el sector servicios. Oswaldo fue profesor titular en IE Business School de 2003 a 2011 y profesor de Deusto Business School de 2011 a 2021. Ha publicado artículos de investigación en revistas profesionales como California Management Review, Information & Management y Journal of Enterprise Information Management. Autor de dos libros publicados por las reconocidas editoriales IE/Palgrave Macmillan y Routledge.

Hernan Rosas

Hernan Rosas

Strategy, Business & IT Consultant

" Hernán Rosas is a seasoned strategy, business, and IT consultant with a Master of Science in Management from MIT’s Sloan School of Management. He has advanced training in computer engineering and mathematics and has been a key advisor in internet and information technology. As the founder of Paxer, a technology platform for hotels, Hernán has contributed significantly to over 250 establishments in 15 Latin American countries. His extensive experience includes expertise in service excellence and technology solutions."