4.01 understand customer service skills to ensure guest and customer satisfaction at hospitality and...
TRANSCRIPT
4.01
UNDERSTAND CUSTOMER SERVICE SKILLS TO ENSURE GUEST AND CUSTOMER
SATISFACTION AT HOSPITALITY AND TOURISM DESTINATIONS.
Customer Service
Customer Service in a hospitality business is the total customer experience with that business. Includes:
Performance of staff Courtesy of staff Cleanliness of property Way customers are treated during visit
Vocabulary
Customer Service consistent quality service critical moment Customer Customer satisfaction Customer service
encounter customer-focused
employee
critical moment Guest Publicity quality service Service service encounter word of mouth
HospitalityServices (3rd ed.) (pp. 12, 22-26).
Good and Bad Customer Service
Vocabulary Story
Identify a customer problem and resolution as a basis for the story. Use the below listed terms to
prepare a one-page story regarding customer satisfaction. Also include why customers are
important to the hospitality and tourism industry. Highlight the vocabulary terms used in the story.
A rubric is on Google Classroom to guide your work and evaluate the story
Classify categories and motivation of travelers and tourists.
Motivation is a process where our need activates a selected behavior thanks to we can try to achieve our goal .
How do Maslow’s Hierarchy levels of human need relate you as a customer?
Restaurants provide Food and Hotels provide lodging, security, some have stores for clothes and cruises have medical.
Acceptance or Belongingness can be fulfilled by eating with friends at a restaurant and Esteem by staying at a luxury hotel. Also Hospitality businesses can meet these needs by through the way they treat their customers.
Self Actualization can be met through travel to foreign countries or taking educational tours
Different ways to satisfy customer needs through quality service.
Customer satisfaction is the positive feeling customers have about a business that meets their needs. Quality Service Consistent Quality Service
1. https://www.youtube.com/watch?v=IeXMTqL9-zg
2. https://www.youtube.com/watch?v=OrxvmM5aUzY
Characteristics of customer-focused employees
Customer focused employee is an employee who can anticipate customer needs Make eye contact Good posture Smile Respond Quickly Use Customer’s Name They are clean and well groomed
3. https://www.youtube.com/watch?v=hRAM5EE5kgg
1. http://www.kantola.com/The-Essentials-of-Great-Service-PDPD-22-K.aspx?_sm_byp=iVV6S70TvnSQ3Ms6
2. https://www.youtube.com/watch?v=jFGxf1q-3y4
Critical moments between a customer and an employee in the hospitality and tourism industry.
