CTH Level 5 Advanced Diploma in Tourism Management Qualification Specification
Copyright CTH 2017 16 | Page Evaluate customer service in the tourism and hospitality industry
3.1 Develop an evaluation plan that addresses customer service objectives
3.2 Use evaluation methods and obtain information that is within the agreed budget
3.3 Identify strengths and areas for improvement
3.4 Develop measures to improve customer service that are consistent with organisational objectives, priorities and values
In-house
and outsourced evaluation Evaluation criteria
Sampling
Methods of evaluating customer service (eg questionnaire, taped conversations, observation,
focus groups, interviews etc)
Interactive customer evaluation (ICE)
Budgetary implications
Analytical techniques
Quality, service and training implications
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