What we do at Gerum betur

Gerum betur Ltd.

Gerum betur Ltd. was established in 2002 and specializes in service quality management, customer service, and cross-cultural communication on-site and on-line. We have worked with municipalities, associations, educational institutions and industries such as retail, banking, hotels, restaurants etc.

Two of our books are in English: Cultural Impact on Service Quality- Hospitality Tips for Effective Communication with Tourists & Training in Hospitality – Case Studies and Exercises. One is in Polish:  Szkolenie w gościnności – Przykłady z życia i zadania.

All of our on-site courses are offered in Icelandic and English.

Our philosophy

Our philosphy is that customer service is not a department, it’s everyone’s job.

“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” Mahatma Gandhi

 

Our expertise is reflected in the books we have published:

  • Creative Customer Service Training Excercises (2020). Margrét Reynisdóttir & Sigrún Jóhannesdóttir.
  • 20 Rules for Telephone Courtesy (2019). Margrét Reynisdóttir.
  • Cultural Impact on Service Quality – Hospitality Tips for Effective Communication with Tourists (2019). Margrét Reynisdóttir.
  • Dealing with Difficult Customers (2017). Margrét Reynisdóttir.
  • Training in Hospitality: Case Studies and Exercises (2017). Margrét Reynisdóttir & Sigrún Jóhannesdóttir.
  • Szkolenie w gościnności – Przykłady z życia i zadania (2017). Margrét Reynisdóttir & Sigrún Jóhannesdóttir.
  • 50 Service Excellence Recipes (2016). Margrét Reynisdóttir.
  • Master Tourist´s Cultural Differences (2014). Margrét Reynisdóttir.
  • 8 Rules for Effective E-mail Communication (2012, 2015). Margrét Reynisdóttir.
  • Service Quality: Complaints & Compliments (2008). Margrét Reynisdóttir.
  • Quality Service: The Key to Getting the Competitive Edge (2006). Margrét Reynisdóttir.

Leading the way

Margrét Reynisdóttir, the founder of Gerum betur, was the first to write books on service quality in Iceland as well as 6 training videos. She has co-authored the educational material for the popular course entitled Skills in the Hospitality Sector, taught at the Vocational Training Centre. Over the years, Margrét has written numerous articles on the topic of service quality.

Margrét´s book Cultural Impact on Service Quality – Hospitality Tips for Effective Communication with Tourists is probably the only one of its kind in the world.

Reviews:

This book´s rich content and easy-to-read style make it a must for anyone working in the tourism sector. Friðrik Pálsson, Owner of Hótel Rangá

This is a guide for the travel industry on how to communicate appropriately with tourists, anticipate their needs and avoid misunderstandings. María Guðmundsdóttir, Education Manager, The Icelandic Travel Industry Association

Essential handbook on how to communicate successfully with foreign guests. Guðrún Hafsteinsdóttir, Vice President of the Icelandic Employers and Marketing Manager, Kjörís

The wide-ranging content in this book shows how cultural background will affect experience, and explains how good knowledge of cultural differences, is key to successful communication with guests. Bjarni Hákonarson, Hotel Manager, Hotel Óðinsvé

Our staff

Margrét Reynisdóttir founded Gerum betur 2002 and is the managing director and creative director of Gerum betur.

Margrét Reynisdóttir holds a M.Sc. in strategic management from the University of Iceland, an M.Sc. in international marketing from the University of Strathclyde in Glasgow, as well as a B.Sc. in food science from Oregon State University.

Margrét was the board chairman of Stjórnvísi, the largest management company in Iceland and a board member for four years total.

Neil McMahon holds two Masters´ degrees and has years of teaching experience. He is also a seasoned guide and teaches customer service, hospitality and cross-cultural communication for Gerum betur Ltd.

Sigrun-j-445

Sigrún Jóhannesdóttir is a teacher with a MS-degree in Instructional Technology and Phil cand Pedagogy & Psychology and years of experience on teaching and training in workplaces. She is an advisor for Gerum betur on e-learning courses etc.

Örn Árnason is an Icelandic actor and guide. Örn has held numerous seminars over the years for Gerum betur Ltd. to municipalities, institutions, and companies.

Take these online courses in english

Buy the book here

Cultural Impact on Service Quality

8.888kr.

Höfundur: Margrét Reynisdóttir

The aim of this book is to help those working with tourists and foreign guests to effectively meet diverse cultural expectations by providing detailed hospitality tips for 17 major nationalities. The book´s content is based on hundreds of stories from professionals working in the travel industry and foreigners living in Iceland, as well as in-depth research, to gain the most accurate and reliable representations of these cultures.

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The aim of the book Cultural Impact on Service Quality – Hospitality Tips for Effective Communication with Tourists is to help those working with tourists and foreign guests to effectively meet diverse cultural expectations by providing detailed hospitality tips for 17 major nationalities. The book´s content is based on hundreds of stories from professionals working in the travel industry and foreigners living in Iceland, as well as in-depth research, to gain the most accurate and reliable representations of these cultures. The comprehensive content is presented in a reader-friendly manner, making for an informative yet entertaining read.

ISBN: 978-9935-9459-0-7 Prentbók
ISBN: 978-9935-9459-6-9 Rafbók
© 2019

Reviews:

  • This book´s rich content and easy-to-read style make it a must for anyone working in the tourism sector.
    Friðrik Pálsson, Owner of Hótel Rangá
  • This is a guide for the travel industry on how to communicate appropriately with tourists, anticipate their needs and avoid misunderstandings.
    María Guðmundsdóttir, Education Manager, The Icelandic Travel Industry Association
  • Essential handbook on how to communicate successfully with foreign guests.
    Guðrún Hafsteinsdóttir, President of the Federation of Icelandic Industries, Vice President of the Icelandic Employers and Marketing Manager, Kjörís
  • The wide-ranging content in this book shows how cultural background will affect experience, and explains how good knowledge of cultural differences, is key to successful communication with guests.
    Bjarni Hákonarson, Hotel Manager, Hotel Óðinsvé

 

Have a look inside the book:

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