1. Chapter 2: Customer Service
The Heart of Hospitality

2. What is it? Service: is an activity that is done for another person
Customer service: The total customer experience with that business
Customer: Someone who purchases products or services from a business, such as a department store or hotel.

3. Customers’ Needs Maslow’s Level of Human Needs

4. Quality Service Service that meets or exceeds customer expectations.
Quality Service elements:
Cleanliness and attractive appearance of facilities and grounds
Employees who respond quickly to requests
Employees who anticipate customer needs

5. Hospitality Employees
Front-of-the-house:
Main function is to interact with customers
Back-of-the-house:
Employees whose work rarely involves interacting with customers

6. Assignment
List 5 Front of the house and 5 back of the house employees

7. 6 Characteristics of Customer-Focused Employees
Eye Contact
Posture
Smile
Respond Quickly
Customer’s name
Well Groomed

8. Role Play
One classmate is a server and another is a customer with a complaint
How did they handle the situation?
What would you have done differently

9. Handling Customer Complaints
Listen with empathy
Allow the customer to vent
Be supportive
Do not blame someone else
Have a positive attitude
Offer solutions
Follow through on the solution

10. Assignment
In a group of two, think of a good and a poor experience that you had with an employee.
Describe what made the experience pleasant and unpleasant.
How could the poor experience have been changed.
For example: the mall, talking to Verizon, out to eat, at a hotel, etc.

11. Test 1 Review Vocabulary 12 Types of Hotels
5 P’s of the Marketing Plan
Hospitality Umbrella
4 Segments of the hospitality industry
6 Divisions within a hotel
Organizational Chart
Handling Hotel Complaints
Customer Service
Role Playing