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|Additional Physical Format:||Online version:
Martin, William B.
Providing quality service.
Upper Saddle River, N.J. : Prentice Hall, ©2003
|All Authors / Contributors:||
William B Martin
|Description:||xvii, 167 pages : illustrations ; 26 cm|
|Contents:||Customer service fundamentals, providing hospitality at its best: Winning with the customer; Nature of customer service; Two types of customers; Defining "quality" in quality service --
System side of service, providing that procedural touch: Timing is everything; Getting in the flow; An-tic-i-pa-tion; Communicate, communicate, communicate; Feedback, food for success; To be or not to be accommodating? --
Human side of service, providing that personal touch: Four basic customer service needs; It's all about attitude; Words that sting, words that soothe; Joy of surprises, providing the unexpected; Lending a helping hand; Selling that sells; Challenge of gracious problem solving; Challenge of the difficult guest --
Self-assessment, what have you learned?: Test your knowledge, a true-false test; Test your skill, the service provider self-assessment scale.
|Responsibility:||William B. Martin.|