What is customer care?
To look at how customer complaints should
To understand how staff training and
incentives can improve customer care
To look at how customer service is measured
Handling Complaints - Procedure
In order to deal with complaints efficiently it is important that
companies have a specific complaints procedure in place.
Do not interrupt the guest; ____________________________
Wait until the guest has completely finished before saying
Complaints Procedure (Cont.)
Do not ____________________ or use inappropriate language
Summarise the nature of the complaint; __________________
Explain what action will be taken and the _________________
in which this will take place.
Why is staff training important in achieving a
high level of customer service?
Incentives can help to motivate staff to improve
the way in which they deal with customers.
Examples of staff incentives related to customer
Measurement of Customer Service
How can we measure
Customer Retention Rates
Guest Comment Cards
What information is important to include on a guest
comment card, in order to give you the maximum
Why is it important to measure