programme

Communication and Customer Services

Home/ Communication and Customer Services
Course TypeCourse CodeNo. Of Credits
Foundation CoreSVS1TH1024

Semester and Year Offered: Monsoon Sem

Course Coordinator and Team:Ankush Rathor

Email of course coordinator:arathore@aud.ac.in

Pre-requisites:

The course focuses on the Job Role related to F&B service steward (Level-5) in Tourism and Hospitality Sector as per the guidelines of National Skill Qualification Framework (NSQF). The course is meant to be offered to those who have taken admission in the course.

Course Objectives/Description:

Objectives: The objective of the course is to familiarise the students with the Tourism and Hospitality industry and its various aspects. While the modules cover the various National Occupational Standards (NOS) as listed below, which will be tested by the Sector Skill Council, the course gives a deeper insight into the industry.

  1. THC/N0301: Plan for serving food and beverages
  2. THC/N0302: Greet customer, take orders and serve
  3. THC/N0303: Clean tables and counters
  4. THC/N0304: Deal with customer payment
  5. THC/N0305: Resolve customer service issues
  6. THC/N9901: Communicate with customer and colleagues
  7. THC/N9902: Maintain customer-centric service orientation
  8. THC/N9903: Maintain standard of etiquette and hospitable conduct
  9. THC/N9904: Follow gender and age sensitive service practices
  10. THC/N9905: Maintain IPR of organisation and customers
  11. THC/N9906: Maintain health and hygiene
  12. THC/N9907: Maintain safety at workplace

 

Note: For more details on the above NOS as well as other important details, please refer to http://thsc.in/KnowledgeResources/pdf/qpdetails/F&B%20Service%20Steward.pdf

Course Outcomes:

On successful completion of this course students will be able to:

  1. Analyze & explain the concept of communication in service industry.
  2. Prepare various types of notes & order taking while shift handling .
  3. Develop deferent kind of techniques for customer handling.
  4. Manage customer relationship & customer handling
  5. Plan to provide customers satisfaction & enrich experience

 

Brief description of modules/ Main modules:

Module I: Service Issues and Resolutions for Food and Beverages

Sales control system: (single, double, triple and Point of sales); Methods of Payment; Dealing with Customer Payment; Spotting Customer Service Issues; Resolving Customer Service Issues; Achieving Customer Satisfaction by Effectively Resolving of Problems, Documentation of Sales and Cashier Summary Sheet.

Module II: Networking Skills

Communication at Work Place Including Online Communication and Social Media; Communicating with Customer and Colleagues within and Outside the Department; Team Dynamics and Team Work; Guest Cycle and Service Gaps; Customer-Centric Service Orientation; Rapport Building; Feedback; Proactively Engaging with Earlier Customers; Relationship Building

Note: Project-based

Module III: Best Practices in Service

Demand Forecasting; Benchmarks and Best Practices in Customer Service; Buying Cycle and Selling Cycle; Cross Selling and Suggestive Selling Techniques.

Assessment Details with weights:

S.No.

Assessment

Period of Assessment

Weightage

1.

Assignments (Project/written assignment/portfolio)

 

 

All through the semester

 

 

Up to 20% under every assement

2.

Class Participation

3.

Simulation/Practical

4.

On-Job-Training Report

5.

Personal Grooming and Hygiene throughout the semester

6.

 

 

End of Semester Evaluation by the Sector Skill Council (independent of AUD) – MCQs, skill demonstration, role plays, viva etc.

End of the semester

 

40%

 

Reading List:

  1. Kumar, V. (2010). Customer Relationship Management. John Wiley & Sons, Ltd.
  2. Knox, S., Maklan, S., Payne, A., Peppard, J. &Ryals L. (2007). Customer Relationship Management. New York: Routledge.
  3. Courtland, L. B.,&Thill, J. V. (2012). Business Communication Today (11thed.).New Delhi: Pearson Education.
  4. Jones, L., & Alexander, R. (2000). New International Business English Updated Edition Teacher's Book: Communication Skills in English for Business Purposes (Vol. 3). Delhi: Cambridge University Press.

 

ADDITIONAL REFERENCE:

  1. Kasavana, M. L. &Brooks,R. M. (1990). Managing Front Office Operations. Educational Institute of American Hotel & Motel Association.
  2. Raymond V. L. & Petit, J. D. (1994).Business Communication: Theory and Application. Laxman Chand Arya.