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Friday | June 2, 2000
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Unveiling the 'bear necessities' of good service
WESTERN BUREAU: JAMAICA'S HOSPITALITY industry is perhaps the sector with the best record of customer service delivery, largely because its business hinges on satisfying its guests.
Now two training experts - Dr. Ben Henry from Jamaica and Patrick Donovan, of Florida - with some 20 years of experience in tourism, travel and other industries, have combined their communication skills in a new book 'The 'Bear' Necessities of Customer Service'.
"There is a need for companies to spend more money in training and customer service. There is a service problem in Jamaica and one of the reasons for this is the selection process," said Dr. Henry.
Dr. Henry, training consultant for Sandals Resort International and Mr. Donovan who heads Communication Training Systems Inc., have spent two years collaborating on the 96-page easy-to-read tome on service in all industries including financial services.
A first time collaboration for both men, the book, which was published this year in Florida, combines excerpts from two other publications, written separately by them.
Dr. Henry has 20 years' experience as a trainer and lecturer at two American universities and 14 years as a consultant.
Mr. Donovan is a noted inspirational speaker, known for crafting customised training packages.
'The Bear Necessities' shows how to stay with the basics of customer care and treating customers in the way company employees would want to be treated. It teaches how not to become complacent. The book covers topics such as 'Making Quality Consciousness A Way Of Life' which deals with the handling of complaints, and 'Going Into Overdrive To Please The Customer.'
The authors have combined the best excerpts from 'The Essentials Of Quality Customer Service' written by Dr. Henry and 'Take Charge' by Mr. Donovan and have added six new chapters and practice exercises.
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