Exchanging Information Type of hotels Find out about Age of current Tell me facilities Interested in Number of hotels Deal with Budget Possible for
Making ArrangementA meeting ArrangeThe start of How Sergio’s Trip I’d prefer Elena & Sergio’s Suits meeting
Change the DateTo change the time of his appointmentWork in general, the weather Small talk: something trivial you talk at the beginning to warm up the conversationWednesdayThe appointment ( to Thursday)
Useful Phrases to Make Arrangement on the PhoneI’m phoning/calling to arrange a meeting.I can’t make it in the morning/on Thursday. I can do Friday/the afternoon. Would next Wednesday be okay?
Managing Customer FeedbackCustomer satisfaction Facility/Product/Staff /Service Viable businessFailure in customer care The gap between what is expected and what is actually delivered Service does not live up to its standard
What services can a customer expect from Limewood Spa? Retreat, hideout, hideaway Physical wellness, healthy cuisine What is special with its program? Tailormade, custom made [tailorcustomizepersonalize]
What seems to be the problem?The food was overrated/overpriced. The service was poor/subpar. The manager did not take the customer’s complaint seriously. She did not handle the complaint properly. She put the blame on the customer.
The staff were not helpful/serviceminded/hospitable.The staff were not attentive to the customers. They did not anticipate the customers’ need. They were not proactive. The customer did not receive the service they expected. The staff failed to offer alternatives.
Customers were given unclear, difViculttofollow direction. The Duty Manager was rude. The promise was not delivered. The staff’s mannerism/tone of voice was impolite, curt, not courteous.
Mini task [5 points]You are a team of business consultants Find the root cause[s] of the problem[s] that Limewood Spa is currently encountering Advise them what to do to solve the problem[s]
Root Cause Outlets, facilities: Not set up to customer’s needsStaff on scene: Unable to handle the situation professionally Organization: System/culture that tolerates this kind of behavior
Troubleshooting People: Hiring for attitude Tools: TrainingSystem: Employee Recognition Program
Additional VocabularyTo empower: to give someone the freedom to do somethingUnderstaffed: not having enough staffOneonone: direct communication between 2 people