1. Answers to Chapter 2 Summary What is customer service? It is the total customer experience with a business 1.Why are customers so important to the business? They are the main reason for the business. If no customers, no business

2. 1.How can hospitality meet the physical and psychological needs of a customer? Hospitality businesses can cover all needs of a customer. 1.Draw Maslow’s pyramid……. Self actualization Esteem Acceptance Safety Physical needs

3. 1.What is quality service? It is service that meets or exceeds the customer’s expectations 1.What are 2 categories of hospitality employees? Front of the house Back of the house

4. 1.What is quality service? It is service that meets or exceeds the customer’s expectations 1.What are 2 categories of hospitality employees? Front of the house Back of the house

5. 1.What is a customer focused employee? It is an employee who can anticipate customer needs 1.List 6 characteristics of customer focused employees. 2.Eye contact 3.Good posture 4.Smile 5.Respond quickly 6.Use customer’s name 7.Clean and well groomed

6. 1.What are critical moments? It is a time when the customer’s experience makes a bigger impact on customer’s satisfaction than at other times List 6 or the 11 critical moments…… 1.Phone calls7. the manager 2.Building entrance 8. arrival of food 3.Greeter 9. restroom 4.The wait 10. check or bill 5.The table or hotel room 11. goodbye 6.Busser or servers

7. 1.What are 3 communication skills? 2.Verbal 3.Written 4.Nonverbal 1.List several techniques for handling customer complaints 2.Listen with empathy 5. do not blame someone else 3.Let customer vent 6. offer solutions 4.Be supportive 7. follow through on a solution 5.Positive attitude