(The Practical Guide to Events and Hotel Management Series)
by Philip Berners (Author), Adrian Martin (Author)
The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.
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.
