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customer service - hospitality

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customer service - hospitality

  1. 1. SEMESTER 2 HND Hospitality Management
  2. 2. Just to get you in the mood! <ul><li>Customer Training: </li></ul><ul><li>http://www.youtube.com/watch?v=5bF4NrFbqek&feature=related </li></ul>
  3. 3. Welcome to a new semester <ul><li>CUSTOMER SERVICE </li></ul><ul><li>Unit 3 </li></ul>
  4. 4. The Aim of this unit <ul><li>To introduce learners to the principles and objectives of customer service with a focus on business and service operations </li></ul><ul><li>To help you to develop an understanding of the nature of a customer service culture and quality service </li></ul><ul><li>To understand the importance of gathering information from customers and it’s relevance in improving delivery of services </li></ul>
  5. 5. The Learning Outcomes <ul><li>Analyse a customer service policy within a business and services context </li></ul><ul><li>Explain the purpose of promoting a customer focused culture </li></ul><ul><li>3. Investigate customer requirements and satisfaction levels </li></ul><ul><li>4. Provide customer care and service for business and service operations </li></ul>
  6. 6. How will I be assessed? <ul><li>4 assignments which will involve: </li></ul><ul><li>2 will be written </li></ul><ul><li>1 presentation </li></ul><ul><li>1 seminar </li></ul>
  7. 7. So – good and bad customer service? <ul><li>What are your experiences </li></ul><ul><li>Class discussion </li></ul><ul><li>When do your expectations change in different circumstances? </li></ul><ul><li>When do you just accept average customer service? </li></ul>
  8. 8. Bad Customer Service <ul><li>http://www.youtube.com/watch?v=8FypR17bDbw </li></ul><ul><li>http://www.youtube.com/watch?v=ixI2mera_a4 </li></ul>
  9. 9. Good Customer <ul><li>http://www.youtube.com/watch?v=6M0TgEUbRBc&feature=PlayList&p=92EC401A336F3F4D&playnext=1&playnext_from=PL&index=3 </li></ul>
  10. 10. Activity <ul><li>Working individually can you do the following: </li></ul><ul><li>Prepare a 5 minute presentation </li></ul><ul><li>What factors make good customer service in the hospitality industry? </li></ul><ul><li>You have 15 minutes </li></ul>
  11. 11. Good Organisations <ul><li>Using the internet, research organisations that have been rewarded for their exceptional customer service </li></ul><ul><li>How do these organisations compare to others? </li></ul><ul><li>What should less successful organisations be doing? </li></ul>

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