1. Critical Moments

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

3. 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

4. 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

5. 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