fbpx Micro-Credential in Service Quality Management DHSQ2123 (DiHM) ** | Africa Open Learning
Overview: 

The students will develop an understanding of the nature of a customer service culture and quality service in the business and services management environment. It will provide an appreciation of the importance of information gathered from customers and its relevance to improved delivery of services.

** indicates that these programmes will be offered soon

Programme Fee

Awarding Body: 

This programme is designed, delivered, assessed and awarded by SEGi University through the Africa Open Learning Platform. 

Endorsement & Recognition: 


This programme is recognized and endorsed by the Seychelles Qualifications Authority (SQA), established under the Seychelles Qualifications Authority Act of 2005. 

Discipline: 
Hospitality
Entry Requirements: 

Entry Requirements - No 
Age Experience - 19 Years Above 
Language Proficiency - Yes 
Numeracy Proficiency - No 
Pre-requisites - No

Contents: 
  1. Concepts of Tourism, Hospitality and Leisure Services 
  2. Unique Characteristics of Tourism, Hospitality and Leisure  
  3. Service Quality Concepts and Dimensions 
  4. The Impact of People, Process and Physical Evidence 
  5. Understanding the Role of the Service Encounter in Tourism, Hospitality and Leisure Services 
  6. Service Quality, Customer Satisfaction and Value 
  7. Service Quality Monitoring and Feedback Systems 
  8. Managing Service Failure through Service Recovery 
  9. Empowering Service Personnel to Deliver Quality Service 
  10. Cross-Cultural Issues
Assessments: 

 Quiz - 10%
 Test 1 - 30%
 Assignment - 40%
 Presentation - 20%

Career Opportunities: 

With great understanding of the hospitality industry through this programme, you can excel in areas such as hotels, restaurants, catering, retailing and cruise industry.