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Published byLuke Henderson Modified over 8 years ago
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Service: The Heart of Hospitality
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Customer satisfaction – positive feeling customers have about a business that meets their needs ◦ Quality service ◦ Consistent service ◦ Service quality
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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
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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
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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
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Front of the house – customers see, interact with customers ◦ Ex. Back of the house – customers do not see, rarely interact with customers ◦ Ex.
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Employee who can anticipate customers needs ◦ Eye contact ◦ Posture ◦ Smile ◦ Quick Response ◦ Use of Customer’s Name ◦ Good Grooming
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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
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Communication Skills ◦ Verbal communication No slang, profanity Proper grammar
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