Service Quality in Travel Companies (4cr)
Course unit code: LUT2010
General information
- Credits
- 4 cr
- Teaching language
- Finnish
- Responsible person
- Mikko Lahti, Vastuuopettaja
Objective
The student understands the importance of different quality management systems as being an integral part of comprehensive company operations. The student also knows basic tools for assessing the quality in the service sector, and understands the importance of assessment to customer satisfaction and is able to apply this knowledge to the service business.
Content
Basic concepts of quality, main quality management systems, assessment tools, quality assurance manuals. The student knows distribution channels in tourism and is able to work in a customer-driven way. The student understands the significance of sales, salesperson's duties and characteristics of sales in the customer service. The student has the knowledge of the different steps in the sales process and is able to serve customers who come from different cultural backgrounds in various situations in the tourism business: sales as part of business operations in tourism, principles of effective sales, salesperson's duties and customer service cultures.