Chapter 9. Customer Service

Authors: Andrea Hinck, Mohna Baichoo, and Tania Loken
Adapted from original works by: Ray Freeman and Kelly Glazer

Learning Objectives

  • Analyze the importance of customer service and its relationship with hospitality and tourism
  • Describe the characteristics of exceptional customer service and its benefits
  • Explain how the quality of customer service differentiates a business
  • Describe communications strategies in any service- related situations
  • Explain how technology impacts customer service delivery


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Introduction to Tourism and Hospitality in BC - 2nd Edition Copyright © 2015, 2020, 2021 by Morgan Westcott and Wendy Anderson, Eds is licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted.

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