customer service

1. “ Managers do not control the quality of the product when the product is a service . . . . The quality of the service is in a precarious state – it is in the hands of the service workers who ‘produce’ and deliver it.” -Karl Albrecht

2. Customer Care Week One The Service Industry and Challenges

5. Components of Travel and Tourism Industry O.H. 1.1

6. Travel Patterns Have Changed

7. The Hospitality Industry

8. The Accommodation Segment

9. The Foodservices Segment

10. The “Other Hospitality Operations” Segment

19. The UK service sector is going from strength to strength with business volumes growing at their fastest rate for a year. Profitability growth in the sector is also at a three-year high As a result, confidence among firms is now at a five-year high. But the study warns rising wage costs and skills shortages could hold back growth in the sector. "There is real evidence of an upturn in the service sector," (CBI, Edmonds S, Grant Thornton 2004) Tourism, Hospitality and Leisure - UK

20. Tourism, Hospitality and Leisure The Customer Challenge

27. Four main types of service process

28. Capability versus commodity processes

33. The service operation

34. Service = experience + outcome

35. Figure 1.3 Managing service and service operations

36. Inside-out versus outside-in Adapted from work by John Hughes, the Customer Service Network, UK.