Editorial Review:
Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The manual provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their goal of quality service. The author outlines customer service fundamentals including winning with the customer, defining “quality” in quality service, the system side of service and the human side of service, four basic customer service needs, selling that sells, and gracious problem solving, plus self-assessment exercises. For service providers and trainers.
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Customer Reviews
Average Customer Rating: 
A Service Book That Makes Sense 2002-10-11
In his most recent book, Providing Quality Service, William Martin has provided service industry professionals and educators with a great tool for training and teaching. The book begins with the fundamentals of customer service and continues with how to achieve systemized service standards. In the last third of the book, Martin covers how to develop the interpersonal qualities that every service provider recognizes as important. Martin, an experienced educator and training consultant to a variety of organizations, knows his subject and how best to present information that people can actually use. Several features of the book are worth noting. First, the writing is clear and unambiguous, which makes the text accessible to everyone. Second, each chapter has several diagrams which serve to reinforce the main points of the chapter through the visual display of the information. Third, every chapter concludes with a series of "application interaction exercises." These exercises are a wonderful learning tool and skillfully bridge theory and practice. Providing Quality Service is a practical and thoughtful approach to a full range of service issues. Martin's book points out ways to overcome any barriers to providing consistently high quality service. Providing Quality Service should be required reading for everyone in the service industry. Gregory Francesco Blanch, Ph.D.
New Mexico State University
Department of Hotel, Restaurant & Tourism Management
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