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Customer care
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  • 1. Customer Care Part Two
  • 2. Overview What is customer care? ___________________________________ ___________________________________ ___________________________________
  • 3. Today’s Objectives  To look at how customer complaints should be handled  To understand how staff training and incentives can improve customer care  To look at how customer service is measured
  • 4. Handling Complaints - Procedure In order to deal with complaints efficiently it is important that companies have a specific complaints procedure in place.  Listen attentively:___________________________________  Do not interrupt the guest; ____________________________ _________________________________________________  Wait until the guest has completely finished before saying anything
  • 5. Complaints Procedure (Cont.)  Apologise; ________________________________________  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.
  • 6. Staff Training Why is staff training important in achieving a high level of customer service?    
  • 7. Staff Incentives Incentives can help to motivate staff to improve the way in which they deal with customers. Examples of staff incentives related to customer service are:   
  • 8. Measurement of Customer Service How can we measure customer service? Customer Retention Rates
  • 9. Guest Comment Cards What information is important to include on a guest comment card, in order to give you the maximum information?     
  • 10. Why is it important to measure Customer Service?    