The Practical Guide to Achieving Customer Satisfaction in Events and Hotels

ISBN-13: 9780367723859 / Angielski / Miękka / 2022 / 180 str.

Opis

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the 4^th 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.

Spis treści

Introduction; 1 What Is Customer Satisfaction?; 2 Why Is Customer Satisfaction Important?; 3 Knowing Your Customers; 4 Know Your Promise to the Customer; 5 Contracts; 6 Improving Customer Loyalty; 7 Dealing with Complaints; 8 Empowering Staff to Resolve Customer Service Issues; 9 The Importance of Reflection