INTRODUCTION :
Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of your guests. How far you go to create customer satisfaction determines the level of success for your hospitality business. But customer satisfaction isn't just about service. When the other elements that round out your guests' experience are adequately addressed, customer satisfaction should be high.

CONCEPT OF CUSTOMER SATISFACTION:
Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by your company have been met. Customer satisfaction is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service.

TABLE OF CONTENTS

SECTION 1

1.1 Introduction
1.2 Understanding Products and Services offered by the Organisation
1.3 Promoting Product Features and Benefits
1.4 Identifying and Meeting Customer Needs
1.5 Ways of Establishing Rapport with Customers
1.6 The Role of Interpersonal Skills in Client Interactions
1.7 Ways of Increasing Customer Satisfaction
SECTION 2
2.1 Introduction
2.2 Methods to Monitor Customer Satisfaction
SECTION 3
3.1 Introduction
3.2 Handling Customer Complaints
3.3 Importance of Dealing with Customer Complaints
3.4 Importance of Complaints Handling Policy
3.5 Improving Complaints Handling Procedure
3.6 Elements of an Effective Complaints Handling System
3.7 Escalating Customer Enquiries