Creating ‘Brilliant Customer Service’ in Hospitality

Top Titles on Customer Service
Top Titles on Customer Service

It’s the question on every hospitality manager’s lips: “How do I create brilliant customer service?” To find out, the Institute hosted industry expert Sarah Gilbertson from Result Coach Ltd at its most recent webinar.

Sarah spent a worthwhile half hour explaining how hospitality businesses large and small can put a simply structured process into place to produce a customer service plan that delivers results. Topics covered included how to identify key customer information, how to make the most of one of the business’s most important assets, recommendations regarding the customer service and social media mix, and how to deal with that stickiest of customer service situations – when the customer isn’t right (gasp!).

During the course of the presentation, Sarah also mentioned some of her favourite customer service titles (see accompanying photo). They include:

  1. Raving Fans : A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles
  2. 5 Star Service by Michael Heppell
  3. The Ten Principles Behind Great Customer Experiences by Matt Wilkinson
  4. Setting the Table : Lessons and Inspirations from One of the World’s Leading Entrepreneurs by restaurateur Danny Meyer

If you didn’t get a chance to attend this webinar, it will be available to view in 30 days in the Institute’s Online Catalogue, along with other Institute webinars.

After a brief hiatus, the webinars will return following the Easter break. To get the latest information on forthcoming webinars, visit the Institute’s home page and book your place for future webinars.

The webinars are a FREE Institute of Hospitality member benefit and make excellent continuing professional development (CPD) and student training. Non-members can attend the webinars for a nominal fee but we recommend becoming a member of the Institute to obtain access to the Institute’s extensive member benefits.



Author: Institute of Hospitality

Established in 1938, the Institute is the international professional membership body for managers and aspiring managers who work or study in the hospitality, leisure and tourism industries. We help more than 10,000 hospitality professionals in 100 countries grow their knowledge, professional profile and expertise offering a wide range of high quality membership services such as targeted and regular industry networking events, hospitality qualifications and extensive online quality resources such as free management guides, Hospitality magazine, webinars, ebooks and ejournals. To learn more about our many member benefits, view our website or email