The Client: Customer Relation Management

Florence University of the Arts - The American University of Florence

Course Description

  • Course Name

    The Client: Customer Relation Management

  • Host University

    Florence University of the Arts - The American University of Florence

  • Location

    Florence, Italy

  • Area of Study

    Hospitality, Tourism

  • Language Level

    Taught In English

  • Prerequisites

    none, although a background in Interpersonal Communication would be useful.

  • Course Level Recommendations


    ISA offers course level recommendations in an effort to facilitate the determination of course levels by credential evaluators.We advice each institution to have their own credentials evaluator make the final decision regrading course levels.

    Hours & Credits

  • Credits

  • Recommended U.S. Semester Credits
  • Recommended U.S. Quarter Units
  • Overview

    An examination of personal and small group communication with particular emphasis on methods of perceiving information and transmitting messages, in order to secure the loyalty of the customer ('fidelization'). We will also study the importance of 'role playing' by staff in the Hospitality Business with the aim of attaining and consolidating the customer-client relationship.Students will receive an overview of the ways in which people communicate with each other and an introduction to the various skills needed to communicate effectively in the workplace. An analysis of the two basic principles of the Quality System: ?Quality is a Bottom-Up Model? and ?Do what you have to do correctly the first time? will receive particular emphasis. Students also learn about decision-making in groups, and forces that influence group behavior.

Course Disclaimer

Courses and course hours of instruction are subject to change.

Some courses may require additional fees.

Credits earned vary according to the policies of the students' home institutions. According to ISA policy and possible visa requirements, students must maintain full-time enrollment status, as determined by their home institutions, for the duration of the program.