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BOOKS

Quality Service: What Every Hospitality Manager Needs to...
Remarkable Service
ServeEM Right
Contact: Customer Service in the Hospitality And Tourism...
Best Impressions In Hospitality: Your Profesional Image...
Service Quality Mangement in Hospitality Tourism and Leisure
The Telephone Skills Pocketbook
Understanding The Hospitality Consumer
Building Great Customer Experience
Hotel and Food Service Marketing (A Managerial Approach)
Handling Customer Complaints : Turning Challenges Into...
Business Process Mapping
Creating Customer Evangelists: How Loyal Customers Become...
Telephone Courtesy & Customer Service
Simply Better: Winning And Keeping Customers By Delivering...
Making Rain: The Secrets of Building Lifelong Client Loyalty