Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service

Research Yelp – Feedback Sites Site visit Interview

Site Visit Positive Friendly Brought out food Negative Unprofessional Unclean

Analysis of interview There are Customer Service complications Language Barriers Time- Management External Stress Customer Mood External Distractions Understanding Orders Hearing Other Customers

Analysis of research findings Two Consistent Complaints Wait time Wrong Order Site Issues Unclean Surfaces Immodesty of Employees Interview Stress only a minor Issue Language Barrier Issues

Effective ways to communicate Three I’s of eye contact Listen and stay focused Repeating customer needs Assertive Positive and energetic

Recommendations Create, Implement, and Maintain Dress Code Improve Job Specification: create distinction Require check off for constant cleaning detail Train Employees on Service Techniques

Good customer service Welcoming Engaged Enthusiastic Aware Personal

Psychology and customer service

Four phases of service GreetingPre-ServiceServicePost Service

Comparison Lodging Industry Shared Concepts Cruise Industry Only need to satisfy the housing needs of customers Post service is more effective Less intensive service Customers have a greater quantity of needs Different complications are more common i.e. sea sickness More intensive service Interactive greeting process Pre-service is very important High expectation/little room for error

Culminating review Research – Site Visit – Interview – Internet Recommendations Good Customer Service Psychological Aspects of Service Four Phases of Good Customer Service Industry Comparison