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.
Trainees will learn the concepts of customer satisfaction leading to customer retention which in turn is expressed through various communication platforms.
Quality management ensures a consistent level of service delivery in the hospitality industry. Topics such as quality management and performance in hotels will be discussed which will lead to the development of a quality strategy, its deployment and control methods.
Customer Experience Management
This part of the training will reflect on the analysis, planning, implementing and controlling the CEM effort. Control systems on how to measure success and learn from experience will also be introduced towards the end of the training.