customer service - hospitality
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This document provides an introduction to a semester 2 customer service unit for a Hospitality Management course. The unit aims to develop an understanding of customer service principles and the importance of customer feedback. Students will analyze a customer service policy, explain how to promote a customer-focused culture, investigate customer requirements and satisfaction levels, and provide customer care. Assessment will include written assignments, a presentation, and a seminar. Videos are included to illustrate examples of both good and bad customer service experiences. An in-class activity asks students to prepare a short presentation on factors that make for good customer service in the hospitality industry.
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This document discusses customer service strategies and the gap model of service quality. It defines customer service and discusses the value of customer profiles. It also categorizes services as basic or luxury and compares personalized and standardized service. The document then defines customer perception and expectation. It outlines the five gaps in the gap model of service quality: between customer expectation and management perception; between management perception and quality specifications; between quality specifications and service delivery; between service delivery and external communications; and between actual performance and perceived service. Throughout, the document provides strategies for retailers to close each of these gaps and improve customer service.
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
Customer service refers to the assistance and support provided by representatives of an organization to customers before, during, and after a purchase. Effective customer service aims to meet customer expectations, build customer loyalty, and increase customer satisfaction.
Some key elements of customer service include:
- Accessibility - Customers need to be able to easily contact representatives for assistance. This includes phone numbers, websites, social media, etc.
- Communication - Representatives need to communicate clearly and effectively with customers. This involves listening to understand customer needs and providing accurate, helpful information.
- Competence - Representatives should be knowledgeable about products/services and able to solve problems competently. Customers want their issues resolved in a timely manner.
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Measuring Customer Satisfaction (KL)
This two-day workshop focuses on measuring customer satisfaction and complaint handling. On day one, participants will learn how to design successful customer satisfaction surveys to understand customer needs, launch surveys, analyze results, and track key performance indicators. They will also create a strategic action plan based on customer insights. Day two focuses on complaint management, diagnosing drivers of loyalty and defection, and developing voice of customer programs. Participants will gain skills to increase customer satisfaction and retention through applying customer insights. The facilitator has extensive experience helping companies improve satisfaction scores and reduce churn through survey programs and strategic planning.
MHR LGA2
La Loraine Boutique is facing issues with declining sales and low staff morale. Two senior staff resigned recently. The document proposes several actions to address these problems, including implementing training programs to improve staff skills in areas like sales, customer service, and product knowledge. It also suggests creating a customer service award program to motivate staff and recognize high performing individuals. The training plan identifies learning styles, objectives, and specific courses matched to roles. Key performance metrics like sales reports and customer feedback will be used to evaluate the impact of the changes.
The Edge Customer Services Module 1
Module 1 workshop setting out the fundamentals of organisational approach to customer care, including internal customers.
Gaps model final
The document discusses the Service Quality Gaps Model, which identifies four key gaps between a customer's expectations of service and a provider's actual service performance. The four gaps are: 1) differences between customer expectations and management perceptions, 2) differences between management perceptions and service quality specifications, 3) differences between specifications and actual service delivery, and 4) differences between service delivery and external communications to customers. The document also provides examples of how companies like IKEA, Starbucks, IBM and GE work to close these gaps to improve customer satisfaction.
UNIT 3: CUSTOMER SERVICE
LO1 Understand customer service policies within business and services contexts
Policies: policies (structure, use, focus, customer requirements/expectations, product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication) Quality of service: methods of assessment; customer expectations; standardised procedures; codes of practice; staff levels (staffing levels, staff competency, flexibility, reliability and responsiveness) Evaluation: purpose; sources of feedback; accuracy; relevance; reliability; validity; methods of data collection; improvements; staff training and development Hospitality industry: industries within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events
Service Quality Evalutation
In this presentation you will know about what is Service, Purpose/ Objective/ Principle of service Quality, SERVQUAL MODEL& Dimensions AND GAP MODEL
A Guide To Customer Service Training
This document discusses the importance of customer service training and provides guidance on developing an effective training program. It outlines several benefits of customer service training, including increased brand value, repeat customers, price justification, free marketing, and employee satisfaction. It then discusses establishing core values, recruiting the right people, exposing new hires to the job, and providing mentorship. The document also provides details on training programs, including demonstrating priorities, empowering staff, inculcating leadership, following processes, and monitoring performance. It stresses the importance of regular performance evaluations to ensure great customer support.
AHA Corporate Training
The American Hospitality Academy (AHA) provides online certificate courses to help companies improve employee morale, motivation, and customer service skills. For 25 years, AHA has focused on teaching techniques to inspire excellent customer service and develop an amazing hospitality attitude. Through AHA's World Campus, companies can access affordable customer service courses that use AHA's proven teaching methods. Course offerings include certificates in hospitality, supervision, English communication, and managing diversity. Testimonials highlight how AHA courses have helped participants improve customer service skills and deal with challenges in multicultural work environments.
FGBMFI
This document outlines a presentation on client management essentials for business growth. It discusses five essential client management functions: 1) developing an effective organizational communication culture, 2) achieving excellent service standards, 3) understanding customer expectations, 4) internalizing service excellence, and 5) management quality. For each function, it provides details on why they are important and advantages they provide to businesses. It also discusses principles for total quality management and outlines eight quality management principles for businesses to follow.
City of Philadelphia Customer Service Officers Program Manual
Customer Service Officers program manual template which launched Office of the Managing Director's program. Examples include success profiles, expectations, and project timelines.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.Nhận Viết Thuê Đề Tài Baocaothuctap.net / 0909.232.620
The document is an internship report for improving service quality at Binh Quoi Tourist Village. It includes an introduction that describes the purpose of the report and analyzes the business. It also provides theoretical background on quality of service and its importance. The report is structured into multiple chapters that will analyze the current situation and provide recommendations. The goal is to help the tourist village enhance customer satisfaction and competitiveness through better quality of service.Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.Nhận Viết Thuê Đề Tài Zalo: 0909.232.620 / Baocaothuctap.net
The document is an internship report for a student who completed an internship at Binh Quoi Tourist Village. It includes an introduction that describes the purpose of the report as providing recommendations to improve service quality at the tourist village. The report contains chapters on theoretical background of service quality, an overview of Binh Quoi, the current service situation, and conclusions and solutions. The introduction provides context on why service quality is important for businesses like restaurants and tourist sites to attract customers.Some recommendations for improving service quality at Binh Quoi tourist Villa...
Some recommendations for improving service quality at Binh Quoi tourist Villa...Dịch vụ viết thuê đề tài trọn gói 🥰🥰 Liên hệ ZALO/TELE: 0917.193.864 ❤❤
Some recommendations for improving service quality at Binh Quoi tourist Village. I had spent my six week training course to study working environment combine with observing the real situation about the equipment, workforce in restaurant and searching lots of relevant information and useful document on the Internet about the topic to complete the internship report. Morover, besides the writing about the quality of serve at Binh Quoi Tourist Village that I myself draw from a lot of news, statictics, summarizing, analysis and website etc, I also insert some essential pictures as well as some comments which illustrate the content much correctly and lively. Immersion W3 for grade 12 stem, abm, and humss, week three, resume
Sales Associate/Representative:
- Managed customer relationships and exceeded sales targets by 15% through product recommendations and needs-based selling.
- Maintained thorough product knowledge and inventory levels.
- Processed transactions, balanced cash drawer, and resolved customer issues.
Store Manager:
- Oversaw daily operations and 10 employees, including training, scheduling, and performance management.
- Analyzed sales and inventory data to set budgets and determine staffing needs.
- Ensured compliance with company policies and addressed customer concerns.
- Received "Manager of the Quarter" award for driving a 20% increase in quarterly revenue.
Customer service course
The textbook covers concepts and skills related to customer service over 10 chapters divided into three parts. It begins with an overview of the current state and future projections of customer service as a profession. The text then focuses on specific skills like communication, listening, handling service issues, and maintaining diverse and loyal customer relationships. Real-world examples and activities help apply the concepts. Previous editions combined some material, but additional resources are available online.
240 Measuring Customer Satisfaction and Complaint Handling
The document outlines an agenda for a two-day workshop on measuring customer satisfaction and complaint handling. The workshop will cover designing and implementing customer satisfaction surveys, analyzing results, and using insights to increase loyalty and reduce customer defection. Participants will learn how to set objectives for surveys, design effective questionnaires, launch surveys, analyze key performance indicators over time, and present findings to management to improve the customer experience. The workshop will also cover best practices for effective complaint handling and using customer feedback to fulfill their needs.
Profesionalism in efficient customer service
Course Objectives:
To be exposed to the importance of Professionalism for excellent customer service in the digital era.
To benchmark excellent professional customer service attitude as the foundation of an excellent customer service strategy making lasting first impression to significantly impact business success.
To understand the definition and the importance of customer service quality, strategies and skills and to apply them in providing an excellent customer service with professionalism.
To understand the Principles of an efficient customer service skills with 21 examples to develop from.
Customer Service Excellence @ Nestle
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
Similar to customer service - hospitality (20)
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
City of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program Manual
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some recommendations for improving service quality at Binh Quoi tourist Villa...
Some recommendations for improving service quality at Binh Quoi tourist Villa...
Immersion W3 for grade 12 stem, abm, and humss, week three, resume
Immersion W3 for grade 12 stem, abm, and humss, week three, resume
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
customer service - hospitality
- 1. SEMESTER 2 HND Hospitality Management