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.

Focal Points

Customer Satisfaction

Trainees will learn the concepts of customer satisfaction leading to customer retention which in turn is expressed through various communication platforms.

Quality Management

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.

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Location MODUL University Dubai Campus
4th Floor, ONE JLT, Jumeirah Lakes Towers
Tuition Fees AED 4,735 equivalent to USD 1,290
*all fees are exclusive of value added tax (VAT).
Certificate of Achievement issued by MODUL University Dubai
and the world's leading MODUL Tourism
College of the Vienna Chamber of Commerce
Eligibility Criteria Fluent in English language
Contact our advisors for a complete list of requirements

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Nikola Kovacevic

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Corporate and Executive Education

T. +971 4 510 1428
M. +971 52 212 2520

Corporate Partners

About MODUL University Dubai

Established in Vienna in 1908, the MODUL brand has over 100 years of legacy in hospitality and tourism education. MODUL University Dubai is the only Austrian university in the Middle East offering 360-degree education with tourism and hospitality as its core offering, at its state-of-the-art campus located in ONE JLT, Dubai.

MODUL University Dubai offers higher education degrees in business, tourism, hospitality, sustainability, public governance and new media technologies as well as foundation and professional vocational training courses.