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Quality Customer Service in the Hospitality Industry

Whether or not the customer is always right, customer satisfaction is a crucial part of achieving success in the hospitality industry. This program provides several strategies to improve customer service, outlines the factors that may influence customer needs, and describes the traits and behaviors that are most important to cultivate when working with the public. The video also discusses servicescape, SERVQUAL, and service recovery; the benefits of good customer service in terms of both return business and employee morale; and the role of management in maintaining high customer service standards. A viewable/printable worksheet is available online. (19 minutes)

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Importance of Customer Service
Quality customer service is integral to hospitality and gives a competitive advantage in many sectors of the industry. Intangible and difficult to measure, quality customer service is based on a number of key principles.