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| CUSTOMER SERVICE SKILLS CD-ROM
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To order this title, and for more information, click here
By
Cailein Gillespie, Consultant, author and lecturer in Hotel and Hospitality Management and Director of Industrial Liaison and Training at The Scottish Hotel School, University of Strathclyde.
Description
The 'Caterer and Hotelkeeper Guide to Customer Service Skills CDRom' is an invaluable tool to ensure customer satisfaction and consideration
at all times.
By means of role play, this CD Rom provides an effective and flexible tool which can be used according to the particular
needs of an organization. It demonstrates professional skills that can be used to improve performance and to identify areas of possible
concern and where there is room for improvement.
Consisting of 36 role plays, the scenes are split into three distinctive groupings:
* businessman and associate
* single tourist
* child and father
Each group requires very different handling in terms of the way in which
hospitality is delivered and this CDRom illustrates the factors that must be considered by all staff involved. Each of the three role
play sets are used to illustrate aspects of 'good' and 'bad' communication in the following areas:
* marketing and public relations
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suggestive selling
* guest relations
* responding to client concerns
* building rapport
The role plays provide the opportunity for training
at a number of different levels; introductory for new staff and trainees, intermediate as refresher exercises for frontline staff and
advanced for experienced staff and those involved in supervision and training.
The CDRom is accompanied by trainer notes for each of
the 36 role plays which suggest how they can be used in a training situation.
Specifications: Plays from CD; recommended min. 20MB free
memory; 640 x 480 min. resolution; 16 bit colour; CD-Rom drive. Compatible for Mac and PC systems
Audience
Corporate market and large hotel chains for training purposes.
Caterer and Hotelkeeper readership - owner/managers of SME's in service
industry.
Libraries (faculty, site and departmental within universities and colleges and special libraries within industry)
Contents
Consists of 36 role plays highlighting good and bad practice for the three scenarios (Business meeting, Single tourist, and Father and
child) in the following areas:
Marketing and public relations; Suggestive selling; Guest relations; Responding to client concerns;
Reading the guest; Building rapport.
It also contains a quality service analysis report.
| Bibliographic details |
CD-ROM, 32 pages, publication date: AUG-2001
ISBN-13: 978-0-7506-5208-7
ISBN-10: 0-7506-5208-X
Imprint: BUTTERWORTH HEINEMANN
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| Price and Ordering |
Price:
GBP 79
USD 125
EUR 118
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Books and book related electronic products are priced in US dollars (USD), euro (EUR), and Great Britain Pounds (GBP). USD prices apply to the Americas and Asia Pacific. EUR prices apply in Europe and the Middle East. GBP prices apply to the UK and all other countries.
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Last update: 4 Sep 2009
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