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 training videos, training in visual reality & books we have published:

• Effective communication for waiters – training video (2022). Margrét Reynisdóttir.
• Training soft skills in virtual reality- 3 videos (2021). Margrét Reynisdóttir.
• Rules for Telephone Courtesy (2021). Margrét Reynisdóttir.
• Effective Communication (2021). Margrét Reynisdóttir.
• Creative Customer Service Training Exercises (2020). Margrét Reynisdóttir & Sigrún Jóhannesdóttir.
• 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