1. Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service

2. Research Yelp – Feedback Sites Site visit Interview

3. Site Visit Positive Friendly Brought out food Negative Unprofessional Unclean

4. Analysis of interview There are Customer Service complications Language Barriers Time- Management External Stress Customer Mood External Distractions Understanding Orders Hearing Other Customers

5. Analysis of research findings Two Consistent Complaints Wait time Wrong Order Site Issues Unclean Surfaces Immodesty of Employees Interview Stress only a minor Issue Language Barrier Issues

6. Effective ways to communicate Three I’s of eye contact Listen and stay focused Repeating customer needs Assertive Positive and energetic

7. Recommendations Create, Implement, and Maintain Dress Code Improve Job Specification: create distinction Require check off for constant cleaning detail Train Employees on Service Techniques

8. Good customer service Welcoming Engaged Enthusiastic Aware Personal

9. Psychology and customer service

10. Four phases of service GreetingPre-ServiceServicePost Service

11. Comparison Lodging Industry Shared Concepts Cruise Industry Only need to satisfy the housing needs of customers Post service is more effective Less intensive service Customers have a greater quantity of needs Different complications are more common i.e. sea sickness More intensive service Interactive greeting process Pre-service is very important High expectation/little room for error

12. Culminating review Research – Site Visit – Interview – Internet Recommendations Good Customer Service Psychological Aspects of Service Four Phases of Good Customer Service Industry Comparison