Customer service in hospitality

What is a Customer Service level agreement / Charter?

• An agreement you pay for to ensure you get the best service

• An agreement that outlines what the customer should expect from the service

• An agreement that outlines what the employees can expect from customers

What might be included in a Charter / Service level agreement?

• Quality to expect, staff conduct, services offered and a complaints procedure

• Discounts, Quality, why you should pick that company

• Complaints procedure, popularity of service

Identify 2 reasons why an organisation would want to build customer loyalty?

• To gain repeat business

• It's quick and easy

• To match competitors

• So you recommend their services

State 2 ways an organisation can build loyalty?

• Listening to customers

• Giving everything away for free

• Being professional

• Ignoring customers

State 2 benefits of staff having good product knowledge

• Staff expect it

• It pleases your employer

• Makes them more confident and motivates staff

• Meet targets by matching the right product with the right customer

Why do customers complain? (Select 2 answers)

• If quality is poor and products are out of stock

• Staff Attitude is poor and slow service

• They didn't like what the staff member was wearing

• It rained earlier in the day

Name 3 specific needs a customer might have

• To be spoilt

• Wheel chair user

• Poor sight

• Hearing difficulty

Give 2 reasons why an organisation would want to know about complaints?

• To fire people

• To see if staff are under performing

• To help improve products and services

• So they could put it on facebook

How would you communicate with someone who was in a wheelchair? (Select 2 answers)

• Make sure to speak to the person in the wheelchair and not the carer

• To give eye contact

• Ignore them and ask someone else to speak to them

• Speak loudly

How could you give a good first impression? (select all answers that apply)

• Show them how popular you are at work

• Positive body language and give good customer service

• Use slang and swear in front of them

• Be presentable - neat and tidy uniform