| Sumario: | This book by Eguzkiñe Urreta Okeranza focuses on communication and customer service in the hospitality and tourism industries. It emphasizes the importance of effective communication as a foundational element for providing quality service in these sectors. The book covers various aspects of communication, including verbal and non-verbal communication, and explores challenges such as communication barriers and handling difficult situations. It also provides guidelines for delivering excellent customer service, addressing complaints, and managing diverse client needs. The book is intended for professionals and students in the tourism and hospitality fields who seek to enhance their communication skills and improve customer interactions.
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