Description
Book SynopsisTo clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers’ reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader’s abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps’ behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive.
Trade ReviewThis volume presents 26 first-person stories of customer experiences in hospitality, such as with internet purchases and airline, hotel, retail, insurance, dental, and hospital services, to help practitioners improve their skills in managing problems. Chapters include stories by customers from the US, New Zealand, Asia, and Europe; learning exercises to address alternative solutions to the major dilemma in the story; assessments of the plot, climax, and outcome of the story; and a critical review by editors of the story. -- Annotation ©2017 * (protoview.com) *
Table of ContentsPreface Chapter 1. Customer and Hospital Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment Chapter 2. It is not about Compensation: Resolving Customer Complaints in Hospitality Management Chapter 3. Hot chocolate scalds a child: Resolving Customer Complaints in Hospitality Management Chapter 4. The challenge is to be customer-oriented! Resolving Customer Complaints in Hospitality Management Chapter 5. Why Can’t I Just Up and Go? Resolving Customer Complaints in Hospitality Management Chapter 6. The Missing Electronic Passenger Ticket: Resolving Customer Complaints in Hospitality Management Chapter 7. Decision-making in public hospital during economic crisis Chapter 8. The Show Must Go On! Resolving Customer Complaints in Hospitality Management Chapter 9. Mistake of Roaming Network Service: Resolving Customer Complaints in Hospitality Management Chapter 10. The transaction error: Supplier's mistake in the transaction Chapter 11. Medical Insurance Mayhem: One Woman’s Struggle for Information Chapter 12. If It Ain’t Broke: Resolving Customer Complaints in Hospitality Management Chapter 13. The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment Chapter 14. A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management Chapter 15. The Once Upon a Future FastFood King: Resolving Customer Complaints in Hospitality Management Chapter 16. If a Bonsai Tree falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour-Guide Chapter 17. To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet Chapter 18. Wowiesatisfy Online Cancelation: Customer Charged after Cancelling Membership Chapter 19. Out of Soup: Resolving Customer Complaints in Hospitality Management Chapter 20. Dilemma in a High Speed Train: Resolving Customer Complaints in Hospitality Management Chapter 21. Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints in Hospitality Management Chapter 22. Front-desk Agents versus Flight Attendants: “Can You Just Check Me In?” Resolving Customer Complaints in Hospitality Management Chapter 23. When in Rome: Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education Chapter 24. Life Vest or Strait Jacket? Engaging Customers in the Crisis Management Service Encounter Chapter 25. Strike Three. You’re Out! Service Recovery in Retail Banking Services Chapter 26. No Name Nightmare: Resolving Customer Complaints in Hospitality Management
