Synopsis
The premise underlying this book is that every interaction between a staff member and a customer is unique. Training methods develop product knowledge or train staff in the complex and demanding field of customer service. However, selection and training of employees in the all-important personal dimension of service should enable them to respond to differing cutomer needs, to be aware of customers' different perceptions of what quality service is, and to adapt their responses to meet their unique needs. This high level of communication skill has not, until now, been adequately acknowledged or used as the basis for experiential and lifelong learning in the service sector. Managers who can bring this customer focus to their human resource practices, including competency-based training, can be assured that their organisations will deliver quality service both now and in the future. Lynne van der Wagen has been teaching, researching and writing in the field of hospitality management for the past 8 years and has recently completed her masters degree in adult education at the University of Technology, Sydney. Previously Director of Personnel for a 600 room hotel, Lynn is well qualified to discuss contemporary issues in the fields of quality management, human resource management, and competency based training.
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About the Author
Lynn Van Der Wagen is Head Teacher of Tourism and Events at Northern Beaches TAFE, Sydney. Lynn was part of the team that trained the 100,000 workforce for the 2000 Olympic Games and has recently run a workshop for the Beijing Organizing Committee for the Olympic Games (BOCOG) on training needs analysis. Published in five countries, Lynn has eight text books to her name. In 2006 Lynn was awarded /National Training Legend/ by Tourism Training Australia. She is currently undertaking doctoral research in the area of customer service training.
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Building Quality Service : With Competency-Based Human Resource Management
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Elsevier Science & Technology Books, 1999
ISBN 10: 0750689102
ISBN 13: 9780750689106
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Condition: Good. Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions. Seller Inventory # Z1-H-030-01838
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