Learning Outcomes
By the end of this unit students will be able to:
1. Explain the needs and expectations of market segments for the service industry
2. Explore the customer experience map to create business opportunities and optimise customer touch points
3. Investigate the impacts of digital technology in customer relationship management
Apply effective customer experience management within a service sector business to maximise customer engagementThe aim of this unit is to provide students with background knowledge and
understanding of how hospitality businesses manage the customer experience from
the initial needs analysis through to after sales follow-up.
Skill Level: Beginner