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.