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Full Description
To 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.
Contents
Preface 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
