Customers today havehigh expectations of products and services. Businesses need a top-notchcustomer services system in place, and Customer Interaction Excellence inHospitality how to achieve just that.
In clear, practical language, this book explains how to developand sustain a customer-service focus within a company. Emphasizing bothstrategic and practical aspects of customer service, the author explains howgaining customer commitment and motivating employees to deliver excellentservice can ensure successful results and satisfied customers.
This edition includes material on how online technology hasaffected customer service, illustrated with examples. With clear diagrams andeach chapter ending with an action checklist, Customer Interaction Excellencein Hospitality is an up-to-date guide to maintaining quality customer service.
This much-needed book offers an authoritative introduction tostrategic Customer Interaction Excellence in Hospitality and presents a wealthof ideas for gaining the competitive edge in the hospitality care arena. Stepby step the authors show how real companies build and implement effectivestrategies. It includes marketing approaches through a wide range ofperspectives: With Customer Interaction Excellence in Hospitality, students andfuture administrators will have a guide to the most successful strategies andtechniques, presented ready to apply by the most knowledgeable author.