Quality Customer Service in the Hospitality Industry
Description
Whether or not the customer is always right, customer satisfaction is a crucial part of achieving success in the hospitality industry. This program provides several strategies to improve customer service, outlines the factors that may influence customer needs, and describes the traits and behaviors that are most important to cultivate when working with the public. The video also discusses servicescape, SERVQUAL, and service recovery; the benefits of good customer service in terms of both return business and employee morale; and the role of management in maintaining high customer service standards.
Runtime
19 min
Subjects
- Office practice (56)
- Career development (375)
- Business etiquette (97)
- Tourism (161)
- Hospitality (8)
- Customer services (86)
- Office management (90)
- Filing systems (38)
- Typewriting (36)
- Nonverbal communication in the workplace (19)
Genre
Date of Publication
[2011], c2010
Database
Films on Demand
Direct Link
https://www.remote.uwosh.edu/login?url=https://fod.infobase.com/PortalPlaylists.aspx?wID=102638&xtid=44676
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