HSP101 - Service Leadership

Outline information
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Last revision date May 17, 2019 3:40:35 PM
Last review date May 17, 2019 3:40:35 PM

Subject Title
Service Leadership

Subject Description
This course introduces service leadership from the customer's perspective.  Students will develop a service leadership mindset, effective communication, and interpersonal skills to create exceptional customer experiences. The main focus of this course is to develop skills to build a trust based relationship with customers while recognizing the steps an organization must take to maintain a loyal customer base. In this course, students will discover a clear and usable process for delivering exceptional customer value skills, a service leadership attitude, and a high level of professionalism needed to win customer satisfaction and loyalty.

Credit Status
One credit

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Describe the role of customer service and service leadership in meeting organizational goals.
2. Model a professional image in compliance with the hospitality/tourism industry.
3. Identify hospitality and tourism products and services of a specific geographic area to exceed customer expectation.
4. Explain the service blueprint model from the customer’s point of view and identify the significance of fail and wait service points.
5. Utilize communication practices and negotiation strategies to respond to customers concerns, requests, and expectations and the organizational vision.
6. Use customer service techniques to identify Motivation, Needs, and Expectations and exceed customer expectations and build long term relationships.
7. Use correct business etiquette and adhere to professional standards of dress, hygiene and grooming.

Essential Employability Skills
Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

Respond to written, spoken, or visual messages in a manner that ensures effective communication.

Apply a systematic approach to solve problems.

Use a variety of thinking skills to anticipate and solve problems.

Analyze, evaluate, and apply relevant information from a variety of sources.

Show respect for diverse opinions, values, belief systems, and contributions of others.

Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.

Manage the use of time and other resources to complete projects.

Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.