1. The Heart of Hospitality Adapted from Text Chapter 2
Customer Service
The Heart of Hospitality
Adapted from Text Chapter 2

2. Service/Customer Service
Service is an activity that is done for another person.
Hospitality Industry makes its business by satisfying other people’s needs.
Customer Service is the total customer experience (like the Cycle of Service)

3. Customers/Guests
A person who purchases products or services from an business (usually referred to as guest in the Hosp. Industry)
Guests are the main reason for Hosp. Services…
No customers…no business…no profit
Poor customer service is the #1 reason people
do not return to a business.

4. Who are your customers?
Customers come in all shapes, sizes, abilities, personalities, ethnic backgrounds, religions
With an increase in world travel, customers are traveling everywhere…
People will have different cultures, expectations, languages, and other needs.
Best way to meet their needs - EMPATHY - ability to put yourself in another person’s shoes

5. Maslow’s Hierarchy of Needs
How does the hospitality industry meet these needs?

6. Quality/Consistency: one or both?
Quality Service - service that meets or exceeds customer expectations
Fast food vs. fine dining
All quality service includes being treated with dignity and respect
Expect accuracy and efficiency
Honesty (money to menu descriptions
Consistent Quality - providing the same good service to every customer, every time
Difficult to do - Each service encounter (interaction with a customer) at every point of the cycle of service.
What are some good examples?
What are some bad examples?

7. Why is consistency important?
Because news travels fast…
Word of mouth publicity are informal chats people have about their experiences
Can be good or bad
90% of unhappy customers do not return and on average that person tells 9 people of the bad experience.
Positive experiences are not told as often, but can affect the bottom line

8. Employees determine service experience
Front of the house or back of the house - all employees are responsible for making sure that that customers receive the best service possible
Employees must have the desire to please the customer…as a manager, you must give them the reasons to do so!
Employees must be Customer-Focused!!

9. Customer-Focused Employees
Quality service occurs when the customer does not have to ask for anything…needs and wants are anticipated by the employee
Make immediate eye contact
Have good posture
Smile warmly
Respond quickly to requests
Use customer’s name whenever possible
Exhibit cleanliness and good grooming
What would Mr. Smith want?

10. Eleven Critical Moments
First phone call
First view of entrance
Interaction with the greeter
Wait for table or a room
First few moments in a room or at a table
First encounter with the servers or the bussers or hotel staff
First encounter with the manager
Arrival of the food or use of the first amenity
Visit to the restroom
Presentation of the bill or check
Last interaction with the staff members
Much like the cycle of service

11. Tips for the phone
Smile when you answer the phone - instant mood change
Know the answers to frequently asked questions
Know directions to the business from other parts of town
In a caller must be put on hold, check back within 30 seconds

12. Other communication techniques
Communication is important on every level…begins with managers as they communicate expectations and changes.
How can each type of communication be used to better customer service?
Verbal
Written
Nonverbal

13. Handling Customer Complaints
Listen empathetically
Allow customer to vent
Be supportive
Don’t blame
Have positive attitude
Offer solutions
Follow through with agreed solution

14. Assignments
Write at least three negative complaint situations to use in a role playing game.
Create a flow chart of how to deal with customer complaints
Create a list of employee guidelines to help increase customer service.