What we do at Gerum betur

Gerum betur Ltd.

Gerum betur Ltd. was established in 2004 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.

Our philosophy

Our philosophy is based first and foremost on the five dimensions of service quality first published in 1985 by a team of academic researchers, A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry.

  • Tangibles: The appearance of physical facilities, equipment, personnel and
  • Reliability: The ability to perform the promised service dependably and accurately
  • Responsiveness: The willingness to help customers and to provide prompt service
  • Assurance: The knowledge and courtesy of employees and their ability to convey trust and confidence
  • Empathy: The provision of caring, individualized attention to customer

Our expertise is reflected in the books we have published:

  • 20 Rules for Telephone Courtesy (2019)
  • Cultural Impact on Service Quality – Hospitality Tips for Effective Communication with Tourists (2019)
  • Dealing with Difficult Customers (2017)
  • Training in Hospitality: Case Studies and Exercises (2017)
  • 50 Service Excellence Recipes (2016)
  • Master Tourist´s Cultural Differences (2014)
  • 8 Rules for Effective E-mail Communication (2012, 2015)
  • Service Quality– What Business Is All AboutCustomer Comments and Complaints Are a Business Opportunity Not a Problem (2008)
  • Quality Service: The Key to Getting the Competitive Edge in Business (2006)

Leading the way

Margrét was the first to publish a book on service quality in Iceland entitled Service – What Business Is All About: Customer Comments and Complaints Are a Business Opportunity Not a Problem (2008). Previously she had written the handbook Quality Service: The Key to Getting the Competitive Edge in Business (2006), published by the Federation of Trade and Services.

Margrét 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. She has produced six teaching videos on service entitled Service Is the Essence of Business. Margrét also wrote the first book on e-mail communication entitled Eight Points for Effective E-mail Communication (2012, 2015), where the emphasis is on service. Margrét also wrote the books Fifty Service Recipes (2016) and Dealing with Difficult Customers (2017), and is a co-author of Training in Hospitality: Case Studies and Exercises (2017). Margrét is also the author of the book Cultural Impact on Service Quality – Hospitality Tips for Effective Communication with Tourists (2019)

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 comedian. Örn has held numerous seminars over the years for Gerum betur Ltd. to municipalities, institutions, and companies.

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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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