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A01=Adrian Martin
A01=Philip Berners
Achieving Customer Satisfaction
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Author_Adrian Martin
Author_Philip Berners
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Budget Hotel
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Country House Hotel
Customer Expectations
Customer Experience
Customer Service Experience
Defines Customer Satisfaction
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Function Sheet
Industry Voice
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Kolb’s Experiential Learning Cycle
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Pre-event Briefings
Price_€20 to €50
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Repeat Customers
Seaview Hotel
Servant Leadership
Service Quality Specifications
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Practical Guide to Achieving Customer Satisfaction in Events and Hotels

★★★★★
★★★★★

English

By (author): Adrian Martin Philip Berners

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.

Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.

This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.

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€44.99
A01=Adrian MartinA01=Philip BernersAchieving Customer SatisfactionAge Group_UncategorizedAuthor_Adrian MartinAuthor_Philip Bernersautomatic-updateBudget HotelCategory1=Non-FictionCategory=KJSUCategory=KNSGCategory=KNSHCategory=KNSJCOP=United KingdomCountry House HotelCustomer ExpectationsCustomer ExperienceCustomer Service ExperienceDefines Customer SatisfactionDelivery_Delivery within 10-20 working dayseq_business-finance-laweq_isMigrated=2eq_non-fictionFunction SheetIndustry VoiceInterdepartmental CommunicationKolb’s Experiential Learning CycleLanguage_EnglishMember HotelsPA=AvailablePre-event BriefingsPrice_€20 to €50PS=ActiveRepeat CustomersSeaview HotelServant LeadershipService Quality SpecificationssoftlaunchSPCStaff EmpowermentTouch PointsVIPVIP AreaVIP CustomerVIP LoungeVIPs
Delivery/Collection within 10-20 working days
Product Details
  • Weight: 480g
  • Dimensions: 156 x 234mm
  • Publication Date: 18 Jul 2022
  • Publisher: Taylor & Francis Ltd
  • Publication City/Country: GB
  • Language: English
  • ISBN13: 9780367723859

About Adrian MartinPhilip Berners

Philip Berners leads the BA Honours Events Management programmes at the Edge Hotel School, University of Essex, UK. Philip has organised every genre of event in the UK, Italy, Portugal, and Poland; he has been the head of events at Thorpe Park, the London Hippodrome, and Camden Palace; and he has been the inhouse event manager for corporations including the Daily Mail Group. Philip’s doctorate is in how an events industry takes shape – a study of the UK and Poland. He is a Fellow of the Higher Education Academy and a founding Trustee of the Colchester Museums Development Foundation.

Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol, and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex, which he has led to achieve 100% student satisfaction in the National Student Survey. Adrian is researching customer behaviour in restaurants for his PhD.

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