Managing Quality in Customer Care

Many organisations identify customer care as a primary concern. Through the use of questions and examples, the author encourages the hospitality manager to take an objective view of their operation and suggests ways of improving their customer service.

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The role of customer care; developing service excellence; understanding your customers; assessing your competitors; planning a customer service strategy; refining your product; establishing effective systems; setting performance standards; developing winning teams; communicating with cutomers; handling difficult situations; meeting special needs; continuing the improvement process; enhancing quality; further information.