Providing Quality Service: What Every Hospitality Service Provider Needs to Know / Edition 1

Providing Quality Service: What Every Hospitality Service Provider Needs to Know / Edition 1

by William B. Martin
     
 

ISBN-10: 0130967459

ISBN-13: 9780130967459

Pub. Date: 06/28/2002

Publisher: Prentice Hall

Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The manual provides principles, methods, and skills, as well as application interaction exercises to

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Overview

Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The manual provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their goal of quality service. The author outlines customer service fundamentals including winning with the customer, defining “quality” in quality service, the system side of service and the human side of service, four basic customer service needs, selling that sells, and gracious problem solving, plus self-assessment exercises. For service providers and trainers.

Product Details

ISBN-13:
9780130967459
Publisher:
Prentice Hall
Publication date:
06/28/2002
Edition description:
New Edition
Pages:
167
Sales rank:
704,908
Product dimensions:
7.80(w) x 9.90(h) x 0.60(d)

Table of Contents

I. CUSTOMER SERVICE FUNDAMENTALS—PROVIDING HOSPITALITY AT ITS BEST.

1. Winning with the Customer.

2. The Nature of Customer Service.

3. The Two Types of Customers.

4. Defining “Quality” in Quality Service.

II. THE SYSTEM SIDE OF SERVICE—PROVIDING THAT PROCEDURAL TOUCH.

5. Timing Is Everything.

6. Getting in the Flow.

7. An-tic-i-pa-tion.

8. Communicate, Communicate, Communicate.

9. Feedback—Food for Success.

10. To Be or Not to Be Accommodating?

III. THE HUMAN SIDE OF SERVICE—PROVIDING THAT PERSONAL TOUCH.

11. The Four Basic Customer Service Needs.

12. It's All about Attitude.

13. Words That Sting—Words That Soothe.

14. The Joy of Surprises—Providing the Unexpected.

15. Lending a Helping Hand.

16. Selling That Sells.

17. The Challenge of Gracious Problem Solving.

18. The Challenge of the Difficult Guest.

IV. SELF-ASSESSMENT—WHAT HAVE YOU LEARNED?

Test Your Knowledge—A True-False Test.

Test Your Skill—The Service Provider Self-Assessment Scale.

Additional Readings.

Index.

True-False Answers.

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