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Chapter 12 Customer Service Training Handbook

DOI: 10.23912/9781915097132-5070

ISBN: 9781915097132

Published: March 2022

Component type: chapter

Published in: Customer Service for Hospitality and Tourism 3rd edn

Parent DOI: 10.23912/9781915097132-5067

10.23912/9781915097132-5070

Abstract


1: What is good customer service?
2: Why do some companies deliver good customer service?
3: What is your potential for delivering great service?
3: What is your potential for delivering great service?
4: The WIIFMs of service
5: The five dimensions of service quality
6: Importance of teamwork
7: Implications of face-to-face customer service
8: First impressions
9: Building rapport with customers
10: Re-wording in customer service
11: Customer perceptions
12: How are your phone usage skills and attitudes?
13: Being alert when serving customers – listening skills
14: Pet peeves in customer service
15: Dealing with customers from hell
16: Handling customers & strategies
17: What are your feelings about dealing with difficult customers?
18: The law of the garbage truck
19: How motivating a manager would you be?
20: Observing customer service behavior
21: Role of the Internet in your organization’s customer service

Contributors

  • Dr. Simon Hudson, University of South Carolina (Author)
  • Louise Hudson, Freelance Journalist (Author)

For the source title:

  • Dr. Simon Hudson, University of South Carolina (Author)
  • Louise Hudson, Freelance Journalist (Author)

Cite as

Hudson & Hudson, 2022

Hudson, D.S. & Hudson, L. (2022) "Chapter 12 Customer Service Training Handbook" In: Hudson, D.S. & Hudson, L. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781915097132-5070

Available

Chapter 12 Customer Service Training Handbook [Details]Price: £5.99*Licences / Downloadable file

Published in Customer Service for Hospitality and Tourism 3rd edn

Chapter 12 Customer Service Training Handbook [Details]Price: £5.99*Licences / Downloadable file
Paperback format [Details]Price: £36.99Copies / Delivery by post
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