What is customer service and why is it important? Types of Service Eleven Critical Moments Handling Customer Complaints What is customer service and why is it important?

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Customer service N.Komulov
мавзу 2 (2), 7-8-sinflar Rus matem

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• What are customers looking for -A place they feel welcome -A place where their needs are met -To be treated with respect
• Consistent Quality Service – providing the same good service to customers each and every time they come to visit your business.
• 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
• If it is your fault admit the mistake and aplogize Discuss what can be done about the situation instead Have a positive attitude
• 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

Komulov.N CUSTOMER SERVICE What is customer service and why is it important? Types of Service Eleven Critical Moments Handling Customer Complaints 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 Customer Focused Employees Make good eye contact Have good posture Respond quickly to requests. Smile warmly Use the customer’s name. Are clean and well groomed. Eleven Critical Moments First phone call to a business First view of the building entrance Interaction with the greeter Wait for a table or room First moments at the table or in the hotel room First encounter with servers or bussers Encounter with the manager Arrival of good Visit the restroom Presentation of the bill or check 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 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 Download 190.48 Kb.

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