CUSTOMER CARE Revision Cuisine a style of cooking

CUSTOMER CARE

Revision Cuisine • a style of cooking associated with a certain country or culture • national cuisine, local specialty

Revision Culinary Tourism • food is as important as accommodation, climate and sights • experiencing and enjoying local cuisine while travelling • food as an authentic attraction

QUALITY ASSURANCE • Give examples of tourism services you would describe as excellent and some as bad. • How is quality measured?

job/performance appraisal • when an employee meets with their employer to discuss their progress, aims and needs at work

visitors’ book • book found in a hotel or a museum in which people who are visiting write about their experience in the place

benchmarking • closely compare and measure the service against other companies with good reputation to see how to improve

suggestion box • place where customers or staff can leave their comments and ideas

mystery shopper • somebody hired by a company visits the company as a customer and reports back on the experience

customer/service charter • publicly displayed document describing the quality criteria of the organization

performance standards • list of tasks involved in the job with the type of behaviour and service expected from staff

incentive scheme • awards to staff who deliver outstanding levels of performance

CUSTOMER SERVICE • Why is feedback important? • Is the customer always right?

code of conduct employees are trained in customer care: • be warm and welcoming • be loyal to organization and colleagues • be well-dressed and well-groomed

well-dressed=wearing elegant clothes well-groomed=looking neat and clean

customer feedback • feedback is important because a company can improve its service based on the comments • it shows that a company cares about customers and their opinions • it also reminds the customer about the future service

customer satisfaction • when customers are satisfied, they can become loyal to a company

repeat guests/return visitors/regulars • as relevant as attracting new customers

customer loyalty • customer retention • to retain = keep, continue to have • customer defection • to defect = leave st in order to join st else

how to handle a complaint • pay attention and apologize • explain and solve the issue • offer compensation - gesture of goodwill

gesture of goodwill • complimentary drink, discount…

what are the reasons for customers complaining in a hotel/restaurant? • mechanical: AC/TV/Wi. Fi not working, lift out of order… • behavioural: impolite staff… • service-related: long waiting, cold food… • unusual: mosquitoes, rain…

add prefixes im-, un-, dis-, in- to make negative adjectives • • • tidy untidy organized efficient sympathetic professional polite appropriate respectful • • experienced responsible patient capable loyal reliable friendly motivated

im-, un-, dis-, in • • untidy disorganized inefficient unsympathetic unprofessional impolite inappropriate disrespectful • • inexperienced irresponsible impatient incapable disloyal unreliable unfriendly unmotivated

MIS- do st wrongly • • • misbehave mishandle misdirect mishear miscalculate misinterpret mismanage misquote mistreat misunderstand • • • misplace misjudge mislead mismatch mispronounce misread misspell mistrust misuse misinform