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The Practical Guide to Achieving Customer Satisfaction in Events and Hotels.
・ISBN 978-0-367-72387-3 hard GB£ 171.99
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・ISBN 978-0-367-72385-9 paper GB£ 41.99
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電子版あり 大学・学術機関向け電子ブック（eBook）ISBN 978-1-003-15460-0
| 著者・編者 | Berners, Philip / Martin, Adrian, |
|---|---|
| シリーズ | The Practical Guide to Events and Hotel Management Series |
| 出版社 | (Routledge, UK) |
| 出版年月 | 2022.07 |
| ページ数 | 180 pp. |
| 言語 | ENG |
| ニュース番号 | ＜673-468＞ |
解説
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.