Producing Doers, Makers,Analysts and Leaders fora 21st Century Africa

I N T E N S I V E M A N A G I N G A N DE N H A N C I N G H O S P I T A L I T Y

C U S T O M E R S E R V I C E C O U R S E

Find out more at info@gebseducation.co.za

GLOBAL EXECUTIVEBUSINESS SCHOOLINTRODUCTION

The Global Executive Business Schoolpartners with top UK University to delivercourses to African executives andentrepreneurs. This series of LeadershipDevelopment programmes runs four timesper year, introducing you, as a seniorexecutive to a broad range of businessareas, giving you the ability to makeeffective management decisions

WHY STUDY AT GEBS

Receive an internationally accepted, CPD certificate to certify your learning.Participation Certificate from theUniversity of DerbyExpert tutors providing complete supportand guidanceModern Johannesburg based campus orlive online classes.Two months of student coaching &mentoring from Executive Coaching teamat GEBS after course completionComprehensive set of learning materialincluded

ABOUT USGEBS partners with top UK Universities to deliver Executive Educationprogrammes across Africa providing real world, industry focused,interactive-based education that works

ACCREDITED BY

MANAGING & ENHANCING HOSPITALITYCUSTOMER SERVICE

Design customer experience scenarios and map out effective ways of

delivering and managing them

Apply theoretical models to identify and assess service quality

management systems within a given context

Develop customer satisfaction and customer loyalty tools based on

given theoretical frameworks to suit different scenarios

Create a personal development plan to help participants deliver high

levels of customer satisfaction and loyalty

The four session intensive course delivered by the University of Derby followed

by two days of follow-up coaching by the Executive Coaching Team at GEBS

covers the following:

C O U R S E O U T L I N E

Programme DeepDive

The short course will cover the process of designing, delivering and managing service quality and relatedcustomer experiences. The course will present service quality and experience frameworks that will facilitatethe design, delivery and management of service experiences. The relationship between service qualitymanagement, customer satisfaction and customer loyalty will be explored. Participants will be able tocritically analyse and evaluate the impact of service quality management systems on customer serviceexperiences with an emphasis on customer satisfaction and customer loyalty. The course will also addressthe impact of staffing on customer service experiences.

Rated as Gold in the Teaching Excellence and Student Outcomes Framework (TEF) in theUK.·   A top 30 UK University as per the Guardian University Guide 2020·   -  No1 International Student Centre in the UK (International Student Barometer 2018 UKBenchmark Group)·   Top 10 in the world for international student learning experience (International StudentBarometer 2018 Global Benchmark Group)·    In the top 1,000 universities in the world (Times Higher Education World University Rankings2020)·          No1 UK Modern University for formally welcoming international students (InternationalStudent Barometer 2018 UK Benchmark Group)·       No1 UK Modern University for multi-cultural learning (International Student Barometer 2018UK Benchmark Group)·     

Unique Selling Points of University Of Derby:     

CONTACT US Block I, Georgian Place, 18 South Road, Kelvin, Sandtoninfo@gebseducation.co.zawww.gebseducation.co.zaTel: +27 21 913 9598

WHO IS IT FOR

Hospitality ManagersCompany Directors inthe Hospitality Sector

KEY FACTS

Duration: 4 DaysNext intake: 14 July 2020Campus: University of Derby(Virtual) With Coachingdelivered at GEBS CampusJohannesburg or live onlineProgramme Fees: R6590

ENTRY REQUIREMENTS

Two years' managementexperienceEnglish languageproficiency