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It has been noted that it is against this backdrop and context that we, as professionals of tourism, need to start our understanding of customer care and quality service. Delivering quality customer services cannot be developed overnight. It needs appropriate skills to get the customer satisfaction happen. This book is structured into six main chapters. The firs chapter is framed to address issues such as the importance of customer service and the basic categories of guests´ expectations. Under chapter two, issues like the different PRs in the area for service employee responsibilities, responsibilities of service employees to customer, company, co-workers, and themselves and how quality service should be designed to meet and exceed customers´ expectations are clearly uncovered. Chapter three deals with the delivery service system of tourism sectors and the common problems in each sector in the field of customer service. While chapter four speaks about improving the tourism and hospitality services; the 5th chapter focuses on guest service standards; and last but not least, the customer satisfaction research is explained in chapter six.

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Birhanu, Teshale
Dr. Teshale Birhanu is a graduate of management studies with PhD in Finance. He was an Austrian Development and Cooperation Scholar and a fellow at the Institute of Tourism and Hotel management in Austria during 2006-2007 intakes for which he was certified with a high level diploma in Tourism Management and Travel Agency.

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