Culminating Project Assessment for Certification

(CPAC)For Delivering GREAT

customer service

Research

• Yelp

– Feedback Sites

• Site visit

• Interview

Site Visit

Positive• Friendly• Brought out food

Negative• Unprofessional• Unclean

Analysis of interview

There are Customer Service

complications

Language Barriers

Time-Management

External Stress

Customer Mood

External Distractions

Understanding OrdersHearing Other

Customers

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

Effective ways to communicate

Three I’s of eye contactListen and stay focusedRepeating customer needsAssertivePositive and energetic

Recommendations

• Create, Implement, and Maintain

Dress Code

• Improve Job Specification: create

distinction

• Require check off for constant

cleaning detail

• Train Employees on Service

Techniques

Good customer service

• Welcoming• Engaged • Enthusiastic• Aware• Personal

Psychology and customer service

Four phases of service

Greeting

Pre-Service

Service

Post Service

Comparison

Lodging Industry

Shared Concepts

Cruise Industry

Only need to satisfy the housing needs of customersPost service is more effective Less intensive service

Customers have a greater quantity of needsDifferent complications are more common i.e. sea sicknessMore intensive service

Interactive greeting processPre-service is very important High expectation/little room for error

Culminating review • Research– Site Visit

– Interview

– Internet

• Recommendations• Good Customer

Service

• Psychological Aspects of Service

• Four Phases of Good Customer Service

• Industry Comparison