TFJ3C Ms. Mulligan Smith

Customers What is the relationship between customers and service providers?

Customer Service Principles The fundamental principles of customer service: Reliability Accountability Caring Responsiveness

Skills Needed for Customer Service What types of skills are used to demonstrate professionalism and provide high-quality customer service? Interpersonal Intrapersonal Problem-solving

Customer Service and Success How does the quality of customer service affect the viability of various hospitality and tourism businesses? Hotels Resorts Restaurants Private clubs Health spas

What is a Critical Moment? An interaction that can leave a lasting, positive or negative impression with a customer or client

11 Critical Moments First phone call to a business First view of the building entrance Interaction with the greeter Wait for a table or room First moments at the table or in the hotel room First encounter with bussers and servers Encounter with the manager Arrival of food Visit to the restroom Presentation of the check or bill Last interation with server or front office staff

Customer Focused Employees A customer focused employee goes above and beyond to make the client feel welcome, by doing the following: Immediate eye contact Good posture Smiling warmly Responding quickly to requests Using the customers name By being clean & well groomed

Handling Customer Complaints Sometimes no matter what you do you just can’t please some customers. However, most complaints can be dealt with by doing the following: Listening with empathy Allowing the customer to vent Being supportive Not blaming someone else Having a postive attitude Offering solutions Following through on the solution

Listen with Empathy Try to put yourself in the other persons shoes How would you feel?

Allow the Customer to Vent Do not interrupt Do not belittle how they are feeling Keep your calm

Be Supportive Nod your head Validate how they are feeling, even if you think that they are wrong!

Do Not Blame Someone Else Take responsibility It looks bad to the person There is no “I” in team!!!

Have a Positive Attitude Even if the situation sucks, try and put on a smile Say you will do everything you can to solve the problem

Offer Solutions Propose a solution, but only if it is a possible one! Give them options

Follow Through on the Solution Whatever you do make sure you give what was offered Do not put a time limit on the offer