AOHT Principles of Hospitality and Tourism Unit 1

Why are surgeons, florists, and architects alike? Every profession requires serving the customer. How

Phone skills are crucial to good customer service Customers are sensitive to tone and

Greeting customers is the first point of contact The stage is set for the

Customer service is important to a travel agent’s job A travel agent provides a

Flight attendants have many customer service duties Flight attendants are responsible for many of

Customer service is key on a cruise How is serving customers different on a

Tour guides provide information and entertainment Tour guides have to be not only polite

Great customer service means great people skills Knowing how to treat people is a

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Why are surgeons, florists, and architects alike? Every profession requires serving the customer. How do customers want to be served?

Phone skills are crucial to good customer service Customers are sensitive to tone and attitude on the phone and online. What makes it easier to deal with customers face to face? What makes it harder?

Greeting customers is the first point of contact The stage is set for the customer’s experience with that first interaction with an employee. How could you welcome a customer to your hotel or restaurant to make a great first impression?

Customer service is important to a travel agent’s job A travel agent provides a personal touch that keeps customers coming back instead of planning their trip online.

Flight attendants have many customer service duties Flight attendants are responsible for many of the same duties as hosts, receptionists, and waitstaff.

Customer service is key on a cruise How is serving customers different on a cruise than on land?

Tour guides provide information and entertainment Tour guides have to be not only polite and courteous but also entertaining and knowledgeable. What are some difficult customer service situations a tour guide might face?

Great customer service means great people skills Knowing how to treat people is a key component to the success of any business. What people skills do you need to work on?

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