Customer Service

Cliff Robison has been involved in the hospitality industry and related customer-service fields for more than thirty years. During that time he has been a customer-service worker a manager a senior manager and a customer. In twenty-five thousand words on seventy pages he spells out what he has learned about customer service from the three-fold perspectives of staff management and the public. How do you deal with an angry customer? Is it alright to be polite but firm with a guest's request? Is it ever alright to say No? How can you become the best table waiter in the world? What do you do if you are called about an elevator that has malfunctioned when you are among the people trapped in the elevator? How hard should it really be to buy chocolate truffles? These and many other questions are addressed in this small book which is nicely portable in case it should occur to you to leave one on your table after a meal out (preferably with a tip). Also this book is the perfect thickness for leveling tables in restaurants.