CUSTOMER CARE MANUAL

The aim of this manual is to give the Tourism and Hospitality professional the basic knowledge and practical skills relating to Customer Care. It demonstrates how important Customer Care and quality service is to the success of any Hospitality and Tourism business and helps identify the needs, expectations, perceptions and attitudes of customers.


ΠΕΡΙΕΧΟΜΕΝ?
  1. Τι ε?ναι φροντ?δα πελατ?ν
  2. Ποιος επωφελε?ται απ? τη φροντ?δα πελατ?ν
  3. Καταν?ηση των αναγκ?ν και απαιτ?σεων των πελατ?ν
  4. Επικοινων?α με τον πελ?τη
  5. ?νταπ?κριση στα συναισθ?ματα των πελατ?ν
  6. Παρ?πονα πελατ?ν
  7. Χειρισμ?ς περιστατικ?ν πελατ?ν
  8. Παρουσ?αση θετικ?ς εικ?νας στους πελ?τες
  9. Εξισορρ?πηση των αναγκ?ν των πελατ?ν και της επιχε?ρησης
  10. Ομαδικ? εργασ?α
CONTENTS
  1. What is Customer Care
  2. Who benefits from Customer Care
  3. Understanding customer needs and requirements
  4. Communicating with the customer
  5. Responding to customers feelings
  6. Customer Complaints
  7. Dealing with customer incidents
  8. Presenting a positive image to customers
  9. Balancing the needs of customers and organization
  10. Team Work

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 Tourism Training Cyprus

Tel: 22 454624    Fax: 22 454625

  
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