Customer Service in Tourism and Hospitality Simon Hudson, Louise Hudson

Provides the whys and howsof customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more. Это и многое другое вы найдете в книге Customer Service in Tourism and Hospitality (Simon Hudson, Louise Hudson)