Volume 1 Issue 4 December 2003 Applied Research Note 1

A survey of customer service training for motor coach drivers in United States and Canada

by Cheryl M. Carter (School of Hospitality Management, Florida International University), & Jinlin Zhao (School of Hospitality Management, Florida International University)

Abstract:
This exploratory study investigates customer service training programs of motor coach companies in the U.S. and Canada. Results indicate training programs are inconsistent and lack standards. It is the responsibility of motor coach associations to establish customer service training standards. Owners and management of motor coach companies must invest in customer service training to compete in the marketplace.
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