Managing the Service Function
- ISBN: 976-610-702-5
- Release Date: July 2005
- Publisher: Customer Service Academy of Jamaica
- Format: Paper; 154 pp.
Description
Managing the Service Function is written especially for managers and supervisors who have an important function to perform on the job daily—that of managing and supervising the service function at the workplace. The book is also written for tertiary, business, and hospitality students.
This 154-page book consists of nine chapters:
- Chapter 1: The characteristics of service
- Chapter 2: The three components of strategic success
- Chapter 3: Understanding service
- Chapter 4: Strategies for creating a service culture in an organization
- Chapter 5: How to keep the vision alive
- Chapter 6: The purpose of service standards
- Chapter 7: How to create value
- Chapter 8: Managing the service encounter
- Chapter 9: The use of feedback, recognition, and rewards
- Numerous exercises are to be found throughout the book.