eBooks - Customer Care & Service, Quality and Training

Do you want to keep up to date with the latest ideas?

The Institute of Hospitality has a great resource in its Information Services.  Those of you who are Institute of Hospitality members have free access to among others e-books on customer care and service, quality and training. Those of you who are not may care to consider membership, the benefits of which are outlined in the new Institute brochure:

It is worth it to be able to access titles such as

• Chocolates on the pillow aren't enough : reinventing the customer experience/Tisch, J (2007)
• Improving tourism and hospitality services / Laws, Eric  (2004)
• The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / Michelli, Joseph A.  (2008)
• Perfect phrases for customer service - hundreds of tools, techniques, and scripts for handling any situation / Bacal, Robert  (2005)
• Competing in a Service Economy : How to Create a Competitive Advantage Through Service Development and Innovation / Gustafsson, Anders.; Johnson, Michael D. (2003)
• Customer Care Excellence : How to Create an Effective Customer Focus / Cook, Sarah (2008)
• Delighting Your Customers -- on a Shoestring : Delivering Excellent Customer Service Without Breaking the Bank / Owton, Avril (2007)
• Restaurant Service Basics {2Nd Ed.} / Dahmer, Sondra J.; Kahl, Kurt W. (2009)
• Think Like Your Customer : A Winning Strategy to Maximize Sales By Understanding How and Why Your Customers Buy / Stinnett, Bill (2005)
• Tourism SMEs, Service Quality, and Destination Competitiveness / Jones, Eleri.; Haven, Claire (2005)    
• Understanding the Hospitality Consumer / Williams, Alistair (2002)

HAPPY READING !

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