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The Service Pro: Creating Better, Faster, and Different Customer Experiences

The Service Pro


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No amount of mints on the pillow will bring back a guest whose bathroom was dirty or whose television didn’t work.‘ – Roger Dow, Marriott Corporation

This quote taken from The Service Pro highlights the importance of housekeeping in the service delivery process of a hotel. The work of the housekeeping department is key to the satisfaction of the guests and the success of the hotel operation.

The Service Pro is an excellent training tool as the book explains the importance of customer focus. The examples given in the book can be easily used as training material during morning and communication meetings or employee inductions.

Product Description
This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of customer service.

The Service Pro: Creating Better, Faster, and Different Customer Experiences
by Rick Tate [H R D Press]