ISBN : 976-610-702-5
Publisher : Customer Service Academy of Jamaica Limited
Format : Paper; 162-pp
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.
Managing the Service Function provides important information
on the need for a common vision, shared across the
organization, of customer behaviour, expectations and
perceptions; employee behaviour, expectations, and
perceptions; the role of motivation and reward; and the role
of service standards in ensuring service consistency.
The book sets forth a series of guidelines for helping
managers and supervisors to effectively manage the service
function. It provides them with the tools, techniques and
methodologies to systematically raise the level of service
in their organization.
This 162-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
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.