1. The document discusses the importance of customer service and defines key concepts like internal and external customers. It emphasizes treating all customers with respect. 2. It outlines the basic needs of customers, including friendliness, understanding, fairness, control, options, and information. 3. The document describes a situation where the presenter received preferential treatment over another customer at a hotel, and says both customers should have been treated equally according to the rules.

1. Customer Service

4. P

12. Good, Bad, & Excellent Service

22. M1 / M3

27. M2 / M3

29. The Bridge to Our Customers Customer Delight

30. CUSTOMER EXPECTATION CUSTOMER SATISFACTION CUSTOMER SATISFACTION+ CUSTOMER DELIGHT

32. D1

34. D2 / D3

38. THANK YOU