Providing quality service : what every hospitality service provider needs to know /
William B. Martin.
- Upper Saddle River, N.J. : Prentice Hall, c2003.
- xvii, 167 p. : ill. ; 26 cm.
Includes bibliographical references (p. 161-162) and index.
I. Customer service fundamentals - providing hospitality at its best : 1. Winning with the customer. 2. The nature of customer service 3. The two types of customers 4. Defining "quality" in quality service II. The system side of service- providing that procedural touch : 5. Timing is everything 6. Getting in the flow 7. An-tic-i-pa-tion 8. Communicate, communicate, communicate 9. Feedback-Food for success 10. Tobe or not to be accommodating? III. The human side of service providing that personal touch : 11. The four basic customer service needs 12. It's all about attitude 13. Words that sting - words that soothe 14. The joy of surprises - providing the unexpected 15. Lending a helping hand 16. Selling that sells 17. The challenge of gracious problem solving 18. The challenge of the difficult guest. IV. Self-assessment-What have you learned? : Test your knowledge - a true-false test. Test your skill-the service provider self-assessment scale.