Short Title:International Customer Care 2
Full Title:International Customer Care 2
Module Code:INCC H2002
 
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 interpersonal skills associated with high quality international customer care tasks and duties in a modern hospitality environment
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Explain customer needs and expectations and the importance of customer care
LO2 Demonstrate effective communication of customer care skills in a working environment.
LO3 Define and understand the principles and process of a quality service
LO4 Identify and appraise key elements of International Customer Care
LO5 Discus the impact of the changing international and global influences on the modern hospitality industry
 

Module Content & Assessment

Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Continuous Assessment n/a 1,5 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   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
  • Twomey, Suzanne 2002, Customer Service For Irish Students, Gill and Macmillan
  • McClave, H 2004, Communications for Business, Third Edition Ed., Gill and Macmillan
  • Daffy, C 2001, Once a Customer, Always a Customer, Third Edition Ed., Oak Tree Press
  • Guirdham, M., Interpersonal Skills at Work, Second Edition Ed., Peantce Hall
  • 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 4 Elective
TA_HHOTM_D_X Bachelor of Arts (Ordinary) International Hospitality and Tourism Management 4 Elective