Hello, I'm Dr Bennett, and I have over 15 years' experience in the hospitality industry and more than 25 years experience in a variety of sectors including retail and higher education. I have a special interest in service quality, consumer satisfaction, service failure and recovery, destination management and the customer experience.

Having both the academic knowledge and the hands on experience to back it up, I am here on Udemy to share and teach the knowledge and techniques I have developed over the years with you, so that you can succeed as a business or employee and provide the very best in customer service, even when you may have a difficult encounter.