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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 emphasizes personalized, learner-centered environments through choice boards, authentic project learning experiences, and diverse representations and perspectives. It provides tools to engage learners in relevant issues and passion projects to spur innovation and deepen career identity.

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PLANNING TOOLS provides a guide to course implementation, including scope and sequence, lesson plans, and the culminating project overview.

FOR EDUCATORS: Supports educators as they develop personalized, learner-centered environments and infuse career content, Future Ready skills, and outcomes-driven work-based learning.

FOR LEARNERS: This resource encourages and supports students on their learning journey by providing opportunities to deepen their knowledge, feed their passion, build their Future Ready skills, and deepen their career identity through NAF's "Take Charge of Your Learning" framework of REFLECT, STRETCH, INNOVATE, and SHOWCASE.

Staff Pick

SAP Technical Consulting Virtual Internship Program

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.