The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
1st Edition
Published on 18. July 2022
194 pages
978-1-000-61769-6 (ISBN)
Description
The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth 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.
Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors' extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question 'Is the customer always right?', how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.
This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.
Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors' extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question 'Is the customer always right?', how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.
This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.
More details
Series
Edition
1. Auflage
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
College/higher education
Illustrations
2 Tables, black and white; 23 Line drawings, black and white; 1 Halftones, black and white; 24 Illustrations, black and white
ISBN-13
978-1-000-61769-6 (9781000617696)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Philip Berners | Adrian Martin
The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
Book
07/2022
1st Edition
Routledge
€207.30
Shipment within 15-20 days
Philip Berners | Adrian Martin
The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
Book
07/2022
1st Edition
Routledge
€59.70
Shipment within 15-20 days
Persons
Philip Berners leads the BA Honours Events Management programmes at the Edge Hotel School, University of Essex, UK. Philip has organised every genre of event in the UK, Italy, Portugal, and Poland; he has been the head of events at Thorpe Park, the London Hippodrome, and Camden Palace; and he has been the inhouse event manager for corporations including the Daily Mail Group. Philip's doctorate is in how an events industry takes shape - a study of the UK and Poland. He is a Fellow of the Higher Education Academy and a founding Trustee of the Colchester Museums Development Foundation.
Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol, and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex, which he has led to achieve 100% student satisfaction in the National Student Survey. Adrian is researching customer behaviour in restaurants for his PhD.
Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol, and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex, which he has led to achieve 100% student satisfaction in the National Student Survey. Adrian is researching customer behaviour in restaurants for his PhD.
Content
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
