Providing Quality Service: What Every Hospitality Service Provider Needs to Know / Edition 1by William B. Martin
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/b>… See more details below
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.
- Prentice Hall
- Publication date:
- Edition description:
- New Edition
- Sales rank:
- 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.
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.
and post it to your social network
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