by Raúl Villanueva López · IC Editorial · tapa blanda · ISBN 9788491985457
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This book, 'Communication and customer service in hospitality and tourism', is designed to apply communication and customer service techniques and skills in tourist establishments, with the aim of satisfying customers' expectations and encouraging future stays. It covers topics such as optimal communication, verbal and non-verbal language, communication problem solving, analysis of telephone and telematic communication, customer classification, personalized attention and handling difficult situations, including complaint management. In addition, it addresses the protection of consumers and users according to Spanish and European regulations.
