Customer service for hospitality and tourism / Simon Hudson and Louise Hudson.
Material type:
TextPublication details: Woodeaton, Oxford : Goodfellow Publishers, 2013.Description: viii, 303 pages : illustrationISBN: - 9781908999344
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College Learning Resource Center General Circulation | TX 911.3 C8 H869 2013 (Browse shelf(Opens below)) | Available | CL11074 |
Introduction to customer service -- The financial and behavioral impacts of customer service -- Understanding the consumer -- Developing and maintaining a service culture -- Managing service encounters -- The importance of market research -- Building and maintaining customer relationships -- Providing customer service through the servicescape -- The impact of technology on customer service -- The importance of service recovery -- Promoting customer service internally and externally -- Customer service training handbook.
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