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Course | Delivering Great Customer Service

Hospitality and Tourism

Delivering Great Customer Service introduces learners to the concept of service as a critical component of a hospitality or tourism business. It combines learning current theory and practice with observations of customer service in action, role-plays, and critical analysis of models to provide a comprehensive perspective on this subject. By the end of the course, learners realize that the principles of excellent customer service have wide-ranging implications for all professional endeavors.

Planning Tools
For Educators
For Learners

EDUCATOR ESSENTIALS provide learning strategies and resources to move from static to dynamic learning while emphasizing personalized, learner-centered environments through blended learning models such as flipped learning, choice boards, and station rotation. Project-based learning offers authentic project learning experiences to engage learners in relevant issues and passion projects to spur innovative solutions with career experts. Resources support culturally responsive perspectives and asynchronous online learning opportunities.

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PLANNING TOOLS provides essential information to guide course implementation, including scope and sequence, detailed lesson plans, semester planning outline, course updates, and project overview. Several courses offer free online resources with hyperlinked URLs to enhance blended, synchronous, and asynchronous learning. The scope and sequence guide the resource selections to ensure the content aligns with lesson topics. The online resource collection includes course outlines, modules, lesson plans, videos, projects, and articles.

FOR EDUCATORS: Your ability to provide a personalized, learner-centered environment and implement competency-based instruction requires more than your content expertise. Personalized learning requires an educator who constantly engages in reflective practices to learn and hone communication, listening, collaboration, adaptability, empathy, and patience skills. You strive to be a future ready educator by developing as a professional in four educator competency domains: Intrapersonal, Interpersonal, Cognitive, and Instructional.

FOR LEARNERS: Did you know that in 2030, 85% of the jobs are not in existence yet? So, how can what you are learning in school today possibly prepare you for an unknowable future?

The answer is simple! You do not stop learning just because you graduated from high school. You must embrace the concept of life-long learning to thrive in a highly tech-enabled and information-driven future. Your skillsets are less about what a teacher “poured” into your head and more about exploring issues and topics about which you are passionate. In the future, employers will not be as interested in your grade point average as compared to the initiative you took to extend your knowledge.

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SAP Developer Pre-Internship

Developed by SAP, students can experience a career as a software developer in their company.

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Instructional Units

Unit 1 Getting Started
Unit 2 The Customer Experience of Customer Service
Unit 3 Communicating Effectively with Customers
Unit 4 The Company’s Role in Customer Service
Unit 5 Customer Service and Careers in Hospitality and Tourism

Featured Resources

How to Master your Customer Support Career

Free Guide

Great resource for students which provides information on a broad range of skills, tools, metrics and future...

Create a Customer Empathy Map

Online Tool

A great technique for perfecting customer service skills is to begin by understanding who your customer is. ...

I am a Person Committed to Equity

Talking About Race

An interactive website produced by the National Museum of African American History and Culture

Guest Service in Hospitality and Tourism

Learning Module

EdApp offers several free courses in customer support. This module is great for exploring guest services in the...

Excellent Customer Service Through Communication


This course teaches students how vital communication is being an effective customer service representative

Dealing with difficult customers

Learning Module

This course covers best practices when dealing with problematic customers.

Customer Service Foundations

LinkedIn Module

Enaging and interactive learning module provided by Jeff Toister, a customer service consultant. The module...

Thanks to our community, industry, postsecondary partners, and professional associations for their continued involvement in promoting future ready learning for NAF's educators and learners.

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