Customer Service

Mehr dazu

My Cultural Identity

von Ida Falecka

Media Fluency

von Meagan Hicks

Escucha Activa

von ELVA Hernandez Lopez

Market Structures

von Erick Figueroa

Customer Service

THE HALLMARK OF HOSPITALITY

Recovery

Skills

Knowledge

Flexibility

Recognition

Anticipation

Acknowledgement

CUSTOMER SERVICE STANDARD

Restaurant/Dining room

Housekeeping

Communication

Voice Mail

Written Correspondence

- Letter - Email - Faxes

In Person

WHEN CUSTOMER SERVICE HAPPENED?

-Restaurant -Phone Call -Hotel -Bank

Dos & Don'ts

CREATING GOOD CUSTOMER SERVICE STANDARD

Reward and Recognition

Include CS in new employee orientation

Create a Process Improvement Team

Measure results

Identify your barriers to excellent service

Deliver quality not quantity

Launch

Choose the right program

Train management

Make training and skill building

Measure first

Start at the top

WHO IS CUSTOMER?

-The most important person we do business with -A pleasure to serve -A person to build a future with