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.

Films Media Group

Business etiquette, Customer services, Filing systems, Hospitality -- Vocational guidance, Typewriting, Tourism -- Vocational guidance, Office management, Nonverbal communication in the workplace, Office practice

Clarry, Evan (director), Wilson, Joe (writer), Mavondo, Tariro (narrator), Cowan, Daniel (editor), Video Education Australia (producer)

00:19:58 (HH:MM:SS)

English

adult/continuing education, higher education, high school (grades 10-12), college

Name	Films Media Group (Firm)
Role	publisher
Telephone	800-257-5126
Address	200 Metro Blvd., Suite 124, Hamilton, NJ 08619
Email	[email protected]

2010-01-01

This video is protected by copyright. You are free to view it but not download or remix it. Please contact the licensing institution for further information about how you may use this video.

https://54098.surd9.group/show.php?pid=njcore:28838

pid=njcore:28838

njcore:28838

View MARC Record | View Full Record