The Client: Customer Relation Management

BE HM CR 335
Credit hours: 3
Contact hours: 45

An examination of personal and small group communication with particular emphasis on methods of perceiving information and transmitting messages, in order to secure the loyalty of the customer ('fidelization'). We will also study the importance of 'role playing' by staff in the Hospitality Business with the aim of attaining and consolidating the customer-client relationship.Students will receive an overview of the ways in which people communicate with each other and an introduction to the various skills needed to communicate effectively in the workplace. An analysis of the two basic principles of the Quality System: "Quality is a Bottom-Up Model" and "Do what you have to do correctly the first time" will receive particular emphasis. Students also learn about decision-making in groups, and forces that influence group behavior. Prerequisites: none, although a background in Interpersonal Communication would be useful.