Chapter 11. Customer Service
Learning Objectives
- Analyze the importance of customer service and its relationship with hospitality and tourism
- Describe the characteristics of exceptional customer service and its benefits
- Explain how the quality of customer service differentiates a business
- Describe communications strategies in any service- related situations
- Explain how technology impacts customer service delivery
Authors: Andrea Hinck, Mohna Baichoo, and Tania Loken
Adapted from original works by: Ray Freeman and Kelly Glazer
