Short Title:International Customer Care 1
Full Title:International Customer Care 1
Module Code:INCC H2001
 
Credits: 5
Field of Study:Combined Arts
Module Delivered in 2 programme(s)
Reviewed By:Christine Nangle
Module Author:John Keatley
Module Description:This module will enable the student to identify barriers to effective communications and to demonstrate specialised knowledge in understanding competencies across a wide range of Customer Care Skills.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Apply the skills and demonstrate the knowledge for the successful practice of customer care
LO2 Demonstrate how to process information efficiently and professionally
LO3 Demonstrate a specialised knowledge of successful teamwork and its characteristics
LO4 Know the principles of complaint and grievance handling with a customer service emphasis
 

Module Content & Assessment

Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Continuous Assessment Project / Essay 1,2 40.00 n/a
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Formal Exam End-of-Semester Final Examination 1,2,3,4 60.00 End-of-Semester

TU Dublin – Tallaght Campus reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture No Description 2.00 Every Week 2.00
Tutorial No Description 1.00 Every Week 1.00
Independent Learning Time No Description 3.00 Every Week 3.00
Total Weekly Learner Workload 6.00
Total Weekly Contact Hours 3.00
This module has no Part Time workload.
 

Module Resources

Required Book Resources
  • Daffy C 2001, Once a Customer, Always a Customer, Third Edition Ed., Oak Tree Press
  • Scott, J, F&C, Fox 2006, English & Communication for Business Students, Fifth Edition Ed., Gill and Macmillan
  • Simon and Louise Hudson 2017, Customer Service for Hospitality and Tourism Kindle Edition, E Book Ed.
Recommended Book Resources
  • Lillicrap, DR & Cousins J.A 2005, Food and Beverage Service, 7th Edition Ed., Hodder & Stoughton
This module does not have any article/paper resources
This module does not have any other resources
 

Module Delivered in

Programme Code Programme Semester Delivery
TA_HHOTM_B Bachelor of Arts (Honours) International Hospitality & Tourism Management 3 Elective
TA_HHOTM_D_X Bachelor of Arts (Ordinary) International Hospitality and Tourism Management 3 Elective