| HKI506EES | |
| HKIAA | English |
The aim of this module is to engage students with theories and principles relating to customer service management and quality within the air travel industry. In an increasingly competitive environment, customer service is one of the key methods used by organisations to differentiate themselves from their competitors. Students will explore methods and tools available for customer service process design, service quality management, and continuous service delivery and improvement. They will investigate the ethical and legal principles underpinning the design and development of customer service policies and processes in the air travel industry.
