Customer service in tourism and hospitality
Auteur :
Hudson, Simon / Hudson, SimonHudson, Louise,
Éditeur :
Goodfellow Publishers Limited
ISBN :
9781908999344
Date de publication :
30 nov. 2012
Dimensions :
24,6 x 18,9 cm
Langue :
Anglais
Pays d'origine :
Grande Bretagne
Provides the 'whys' and 'hows'of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.