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Service: The Heart of Hospitality.  Customer satisfaction – positive feeling customers have about a business that meets their needs ◦ Quality service.

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Presentation on theme: "Service: The Heart of Hospitality.  Customer satisfaction – positive feeling customers have about a business that meets their needs ◦ Quality service."— Presentation transcript:

1 Service: The Heart of Hospitality

2  Customer satisfaction – positive feeling customers have about a business that meets their needs ◦ Quality service ◦ Consistent service ◦ Service quality

3  Service that meets or exceeds customer expectations ◦ Expect  Treated with dignity  Requests handled accurately  Honesty in products descriptions  Money transactions to be handled honestly ◦ Compliment  Cleanliness  Quick response  Anticipate customer needs

4  Providing the same good service and products to customers every time ◦ McDonalds  Service encounter – interaction between a customer and staff members, occur before, during and after the customer’s visit

5  Word-of-mouth – informal conversation people have about their experiences with a business ◦ Recommendations often come from friends  90% of unhappy customers will not return to a business and will tell 9 other people about their experience

6  Front of the house – customers see, interact with customers ◦ Ex.  Back of the house – customers do not see, rarely interact with customers ◦ Ex.

7  Employee who can anticipate customers needs ◦ Eye contact ◦ Posture ◦ Smile ◦ Quick Response ◦ Use of Customer’s Name ◦ Good Grooming

8  A time when a customer’s experience makes a bigger impact on customer satisfaction than at other times ◦ Phone calls ◦ Building entrance ◦ Greeter ◦ Wait time ◦ Table or Hotel room ◦ Servers ◦ Manager ◦ Arrival of Food ◦ Restroom ◦ Check or bill ◦ Goodbye

9  Communication Skills ◦ Verbal communication  No slang, profanity  Proper grammar


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