1. 4.01-Understand customer service skills to ensure guest and customer satisfaction at hospitality and tourism destinations. 4.02-Understand fostering relationships with clientele for the hospitality and tourism destinations.

3.  Empathy when handling hotel guest’s complaints  Treat all customers with respect  Provide good customer service  Exceed customers’ expectations  Active listening skills  Remain calm during complaints  Problem solving  Proactive  Building positive customer relationships through quality service.

4.  Service encounter-interaction between a customer and a staff member.  Example: a bellhop carries a customers luggage to their hotel room.

5.  Service-activity that is done for another person.  Hospitality and tourism businesses monitor customer service satisfaction levels to remain competitive and to have customers recommend the businesses to family and friends through word of mouth promotion.  Some services may serve as a convenience for customers.  Example: Self-checkout kiosks

6.  Comment cards  Training employees  Follow-up with customers to build clientele.

7.  Critical moments-time when the customer's experience makes a bigger impact on customer satisfaction than at other times.  These encounters have a greater impact on customer satisfaction than others.  During critical moments, customers form impressions about the business.

8.  Eleven critical moments:  First phone call to the 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 interaction with server or front office staff

9.  Listen with empathy  Allow the customer to vent  Be supportive  Do not blame someone else-Example: blaming the kitchen staff  Have a positive attitude  Offer solutions  Follow through  **It is very important that employees have a customer-service mindset to maintain a positive relationship with customers.**

10.  If customers complains, the best way to handle the guest would be to offer the guest a discount.  If a airline makes customers miss their connecting flight they should refund the passengers’ money for the flight due to the inconvenience and stress.  If a guest receives an incorrect food order the server should apologize for the mistake and correct the food order.