Buch, Englisch, 194 Seiten, Format (B × H): 156 mm x 234 mm, Gewicht: 454 g
Reihe: The Practical Guide to Events and Hotel Management Series
Buch, Englisch, 194 Seiten, Format (B × H): 156 mm x 234 mm, Gewicht: 454 g
Reihe: The Practical Guide to Events and Hotel Management Series
ISBN: 978-0-367-72387-3
Verlag: Taylor & Francis Ltd (Sales)
Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.
This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.
Zielgruppe
Undergraduate Core
Autoren/Hrsg.
Fachgebiete
Weitere Infos & Material
Introduction; 1 What Is Customer Satisfaction?; 2 Why Is Customer Satisfaction Important?; 3 Knowing Your Customers; 4 Know Your Promise to the Customer; 5 Contracts; 6 Improving Customer Loyalty; 7 Dealing with Complaints; 8 Empowering Staff to Resolve Customer Service Issues; 9 The Importance of Reflection