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Introduction to the course and Instructor
Intro to Instructor and Course - Why its important to delight the customer
how enhacing customer experience helps organization
What is Customer Journey and Why its important
Prearrival Experience Journey Mapping
Prearrival engagements with guest post reservation
Arrival Experience of guest at airport and hotel
Arrival Experience how to enhance and what to avoid
Touch Points during the stay and in room
Departure Experience at hotels what needs to be cared for
Post Departure Experience
Closure of the course with lasting thoughts
Process of creating a Customer Journey Map