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Building Quality Service

Lynn van der Wagen (Author)
Synopsis The premise underlying this book is that every interaction between a staff member and a customer is unique. Training methods develop product knowledge or train staff in the complex and demanding field of customer service. However, selection and training of employees in the all-important personal dimension of service should enable them to respond to differing customer needs, to be aware of customers’ different perceptions of what quality service is, and to adapt their responses to meet their unique needs. This high level of communication skill has not, until now, been adequately acknowledged or used as the basis for experiential and lifelong learning in the service sector. Managers who can bring this customers focus to their human resource practices, including competency-based training can be assured that their organization will deliver quality service both now and in the future.
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About the author

Lynn van der Wagen

Lynn van der Wagen has been teaching, researching and writing in the field of Hospitality Management for the past eight years and has recently completed her Masters Degree in Adult Education at the University of Technology, Sydney. Previously Director of Personnel for a 600-room hotel, she is well qualified to discuss contemporary issues in the field of Quality Management, Human Resource Management, and Competency-based Training, in the services sector.

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Bibliographic information

Title Building Quality Service
Format Softcover
Date published: 01.01.2005
Edition 1st ed.
Language: English
isbn 8179922405
length xiv+209p., Figures; Tables; Glosssary; Bibliography; Index; 25cm.