The Client: Customer Relation Management
Florence University of the Arts and Apicius International School of Hospitality
Area of Study
Hospitality and Tourism Management, Hotel Restaurant Tourism Management, Restaurant and Resort Management
Taught In English
none, although a background in Interpersonal Communication would be useful.
Course Level Recommendations
ISA offers course level recommendations in an effort to facilitate the determination of course levels by credential evaluators.We advice each institution to have their own credentials evaluator make the final decision regrading course levels.
Recommended U.S. Semester Credits3
Recommended U.S. Quarter Units4
Hours & Credits
OverviewAn 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.
Courses and course hours of instruction are subject to change.
Eligibility for courses may be subject to a placement exam and/or pre-requisites.
Some courses may require additional fees.
Availability of courses is based on enrollment numbers. All students should seek pre-approval for alternate courses in the event of last minute class cancellations