Quality and Customer Experience Management in Hospitality هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Learning outcome:

• Identify the objectives of quality management and CEM  
  
• Appreciate a process oriented view on the hospitality industry  
  
• Identify the determinants of good service quality  
  
• Apply quality deployment to organize the effort  
  
• Identify the most important quality management systems (ISO, EFQM etc.)  
  
• Create an experience rather than a service 
  

Course details:

Customer satisfaction is a key requirement to retain customers, generate positive word of mouth and thereby increase revenues and profitability. Quality and CEM are two applications enhancing customer satisfaction and thereby contributing to profitability. In this module participants, will learn about the fundamentals of quality management, how to develop standards and deploy them as well as controlling the effort.

Quality management systems will be introduced beyond quality management; participants will learn about the principles of CEM an how to create a true experience and measure its success. Satisfying customers is not enough, exciting them and creating a memorable experience is the objective.

People who can attend?

Quality and CEM are two applications enhancing customer satisfaction and thereby contributing to profitability in the businesses.

All working professionals who aim to build their customer-oriented mindset to further their knowledge and career need to avail this exclusive opportunity now.

Certification:

Certificate of Achievement is issued by MODUL University Dubai and the world's leading MODUL Tourism College of the Vienna Chamber of Commerce.

Eligibility:

English proficiency - Contact us to learn more.