Customer Service What is customer service and why

Customer Service

What is customer service and why is it important? • The total customer experience with a hospitality or tourism related business – Includes the performance of the staff, cleanliness of the property, and the way customers are treated during their visit. • If there were no customers there would be no business and no profits. The success of a business depends on repeat customers!

What are customers looking for? • • A place they feel welcome A place where their needs are met To be treated with respect To feel safe and taken care of Customer Satisfaction – the positive feeling customers have about a business that meets their needs

Types of Service • Consistent Quality Service – providing the same good service to customers each and every time they come to visit your business. – Cleanliness of facilities and grounds – Employees who respond quickly – Employees who anticipate customers needs

How do people find out about good customer service? • Word of mouth publicity – informal conversation people have about their experiences with a business – Can be good or bad • 100 people visit a restaurant • 90 have a bad experience – They each tell approximately 9 people about the bad service » Results in 810 people hearing about bad service!

Customer Focused Employees • • • Make good eye contact Have good posture Smile warmly Respond quickly to requests. Use the customer’s name. Are clean and well groomed.

Eleven Critical Moments 1. First phone call to a business 2. First view of the building entrance 3. Interaction with the greeter 4. Wait for a table or room 5. First moments at the table or in the hotel room 6. First encounter with servers or bussers 7. Encounter with the manager 8. Arrival of good 9. Visit the restroom 10. Presentation of the bill or check 11. Last interaction with server or front office staff

Handling Customer Complaints • Listen with empathy (Try to understand what the customer is feeling) – Give an apology…Start with “I am so sorry. ” • Allow the customer to vent – Don’t take it personally • Be supportive – Express your concern or support for the customer • Do not blame some one else – If it is your fault admit the mistake and aplogize – Discuss what can be done about the situation instead

Handling Customer Complaints • Have a positive attitude – Don’t be negative, rude, or disrespectful • Offer solutions – Offer more than one solution – If none of your solutions are considered acceptable to the customer ask what would be acceptable to the customer or refer them to your manager • Follow through – Personally make sure the solution is carried out quickly and correctly