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…mehr
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.
Produktdetails
Produktdetails
The Practical Guide to Events and Hotel Management Series
The Practical Guide to Events and Hotel Management Series
Verlag: Routledge / Taylor & Francis
Seitenzahl: 196
Erscheinungstermin: 18. Juli 2022
Englisch
Abmessung: 234mm x 156mm x 11mm
Gewicht: 480g
ISBN-13: 9780367723859
ISBN-10: 0367723859
Artikelnr.: 63656687
Herstellerkennzeichnung
Books on Demand GmbH
In de Tarpen 42
22848 Norderstedt
info@bod.de
040 53433511
Autorenporträt
Philip Berners leads the BA Honours Events Management programmes at the Edge Hotel School, University of Essex, UK. Philip has organised every genre of event in the UK, Italy, Portugal, and Poland; he has been the head of events at Thorpe Park, the London Hippodrome, and Camden Palace; and he has been the inhouse event manager for corporations including the Daily Mail Group. Philip's doctorate is in how an events industry takes shape - a study of the UK and Poland. He is a Fellow of the Higher Education Academy and a founding Trustee of the Colchester Museums Development Foundation. Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol, and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex, which he has led to achieve 100% student satisfaction in the National Student Survey. Adrian is researching customer behaviour in restaurants for his PhD.
Inhaltsangabe
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
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
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
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
Es gelten unsere Allgemeinen Geschäftsbedingungen: www.buecher.de/agb
Impressum
www.buecher.de ist ein Internetauftritt der buecher.de internetstores GmbH
Geschäftsführung: Monica Sawhney | Roland Kölbl | Günter Hilger
Sitz der Gesellschaft: Batheyer Straße 115 - 117, 58099 Hagen
Postanschrift: Bürgermeister-Wegele-Str. 12, 86167 Augsburg
Amtsgericht Hagen HRB 13257
Steuernummer: 321/5800/1497
USt-IdNr: DE450055826
Wir verwenden Cookies und ähnliche Techniken, um unsere Website für Sie optimal zu gestalten und Ihr Nutzererlebnis fortlaufend zu verbessern. Ihre Einwilligung durch Klicken auf „Alle Cookies akzeptieren“ können Sie jederzeit widerrufen oder anpassen. Bei „Nur notwendige Cookies“ werden die eingesetzten Techniken, mit Ausnahme derer, die für den Betrieb der Seite unerlässlich sind, nicht aktiviert. Weitere Informationen finden Sie unter „Datenschutzerklärung“.