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  • ISBN: 9780138089160
  • ISBN10: 0138089167

Contact Customer Service in the Hospitality and Tourism Industry

by Donald M. Davidoff

  • List Price: $161.60
  • Binding: Paperback
  • Edition: 1
  • Publisher: Pearson
  • Publish date: 01/01/1994
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Description: INTRODUCTION TO SERVICE. 1. Introduction to Service Industries. 2. Understanding the Service Product. 3. The Laws of Service. II. THE SERVICE ENVIRONMENT/ROLES & RELATIONSHIPS. 4. The Players. 5. The Environment. 6. Company Responsibilities. 7. Frontline Worker's Responsibilities. III. SERVICE TOOLS. 8. Systems Technologies ("Service Technologies"). 9. Interpersonal Communication Tools. 10. Personal Development Tools. IV. INTERNAL SERVICE. 11. Internal Customers and Suppliers. 12. Principles and Practices of Internal Service. V. UNDERSTANDING SERVICE APPLICATIONS. 13. Classifying Service Organizations. 14. Hospitality, Hotel. 15. Hospitality, Restaurant. 16. Travel, Air. 17. Travel & Tourism, Cruise. 18. Travel & Tourism, Travel Agency.
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