Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service

Business & Money

Galen R Collins

Economics

Kendall/Hunt Publishing

Softcover book comes with two CDs with interactive software and e-learning tools. A thorough review of hospitality information technology that covers basic information systems, the IS manager, maintenance and security, software and computer aspects, property management, restaurant management, data mining, and how to select and implement hospitality information systems. Published in 2003.

HOSPITALITY INFORMATION TECHNOLOGY: LEARNING HOW TO USE IT W/ CD'S

Cihan Cobanoglu

Tarun Malik

Industries

Hospitality Information Technology: Learning How to Use It

Hospitality Information Technology: Learning How to Use It

Computers & Technology

After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS).The purpose of this book is to provide strategies and tactics for combating CSS and achieving sustainable high customer satisfaction. While customer service is of paramount importance in sustaining profitability, many hospitality businesses continue to struggle with delivering consistent, quality service because it is often treated as a static, isolated event rather than as a function of the total business enterprise. This book is unique because it positions customer service as an outcome of the total system. You will gain an understanding of how various organizational elements (e.g., hiring, marketing, training, support systems, physical plant, human resource practices, supervision, policies and procedures, technology systems, etc.) work together to promote the successful delivery of customer service. You will also learn how to align service expectations and experiences and to create comfortable customer service environments in which service professionals are encouraged to use their talents and expertise.Overcoming CSS and creating sustainable, quality service experiences requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways.The last chapter is a 28-day service journal for each reader s growth in awareness and understanding of customer service issues. We wish you all a successful journey through life.eBook Version You will receive access to this electronic text via email after using the shopping cart above to complete your purchase"

Overcoming the Customer Service Syndrome: How to Achieve AND Sustain High Customer Satisfaction

Ann E Collins

Processes & Infrastructure

This book gives a lot of insight with detailed information.

Kendall/Hunt Publishing Company

Hospitality Information Technology : Learning How to Use It

Travel

Food, Lodging & Transportation

Understanding data and knowing how to use it

Kendall/Hunt Pub. Co.

The hospitality industry is quickly becoming automated, leading to greater efficiency, better customer service, and ultimately, increased profits. As a result, it is imperative that a person entering the hospitality business be familiar with the technology propelling it forward. Hospitality Information Technology: Learning How to Use It is designed to meet that challenge. This enhanced learning package includes a textbook with access to a NEW companion GRL website that provides instructor resources and valuable learning tools to reinforce comprehension of course materials. Hospitality Information Technology starts with the basics of computer information systems, and then goes further into details about how these systems work in various areas of the hospitality industry. Topics include:
<ul>
<li>Property Management Systems ― reservations and registrations, room status and housekeeping, room keys, accounting, sales, and in-room technology.</li>
<li>Restaurant Management Systems ― guest checks, credit cards, restaurant-wide communication, inventory control, and menu management.</li>
<li>Data mining, the Internet, and support for sales and marketing.</li>
<li>Information processing, software and hardware options, network management, computer security, and system failures.</li>
</ul>
 The NEW integrated GRL website includes a variety of instructor resources and fun activities including quizzes, chapter review questions, test banks, assignments, flash cards on key terms, PowerPoint® presentations, tutorials, videos, links to articles, an interactive glossary, and much more. Students and industry professionals will be exposed to the computer applications that make hospitality businesses run smoothly, how they work, and how they should be managed to optimize system performance and maximize revenue.

Anil Bilgihan

After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS).
The purpose of this book is to provide strategies and tactics for combating CSS and achieving sustainable high customer satisfaction. While customer service is of paramount importance in sustaining profitability, many hospitality businesses continue to struggle with delivering consistent, quality service because it is often treated as a static, isolated event rather than as a function of the total business enterprise. This book is unique because it positions customer service as an outcome of the total system. You will gain an understanding of how various organizational elements (e.g., hiring, marketing, training, support systems, physical plant, human resource practices, supervision, policies and procedures, technology systems, etc.) work together to promote the successful delivery of customer service. You will also learn how to align service expectations and experiences and to create comfortable customer service environments in which service professionals are encouraged to use their talents and expertise.
Overcoming CSS and creating sustainable, quality service experiences requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways.
The last chapter is a 28-day service journal for each reader’s growth in awareness and understanding of customer service issues. We wish you all a successful journey through life.

See the best price to sell, buy, or rent books by Galen R Collins. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Galen R Collins

See the best price to sell, buy, or rent books by Galen R Collins. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service

HOSPITALITY INFORMATION TECHNOLOGY: LEARNING HOW TO USE IT W/ CD'S

Hospitality Information Technology: Learning How to Use It

Hospitality Information Technology: Learning How to Use It

Overcoming the Customer Service Syndrome: How to Achieve AND Sustain High Customer Satisfaction

Hospitality Information Technology: Learning How to Use It

Hospitality Information Technology : Learning How to Use It

Hospitality Information Technology: Learning How to Use It

Hospitality Information Technology: Learning How to Use It

Overcoming the Customer Service Syndrome: How to Achieve AND Sustain High Customer Satisfaction