Practical Guide to Achieving Customer Satisfaction in Events and Hotels

Philip Berners leads the BA Honours Events Management programmes at the Edge Hotel School, University of Essex, UK. Philip has organised every genre of event in the UK, Italy, Portugal, and Poland; he has been the head of events at Thorpe Park, the London Hippodrome, and Camden Palace; and he has been the inhouse event manager for corporations including the Daily Mail Group. Philip’s doctorate is in how an events industry takes shape – a study of the UK and Poland. He is a Fellow of the Higher Education Academy and a founding Trustee of the Colchester Museums Development Foundation.Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol, and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex, which he has led to achieve 100% student satisfaction in the National Student Survey. Adrian is researching customer behaviour in restaurants for his PhD.

• Introduction; 1 What Is Customer Satisfaction?; 2 Why Is Customer Satisfaction Important?; 3 Knowing Your Customers; 4 Know Your Promise to the Customer; 5 Contracts; 6 Improving Customer Loyalty; 7 Dealing with Complaints; 8 Empowering Staff to Resolve Customer Service Issues; 9 The Importance of Reflection