The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
商品資訊
系列名：The Practical Guide to Events and Hotel Management
ISBN13：9780367723873
出版社：PBKTYFRL
作者：Philip (Edge Hotel School Berners University of Essex UK); Adrian Martin
出版日：2022/07/18
裝訂／頁數：精裝／180頁
規格：15.6cm*23.4cm (高/寬)
商品簡介
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.
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