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Author(s): Galen R Collins
After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS).
Those who manage public assembly venues are continually challenged to operate venues in such a way that brings success to venue ownership and meet the needs of those who utilize them. Accomplishing this daunting task is neither simple, nor is it consistent from venue to venue. Venues vary in mission based upon type, location, and goals set by those in leadership. In order to achieve the established goals, management must continually fine-tune their venue management skills and keep abreast of ever-changing social and economic trends in our society.