Chapter 2

An activity that is done for another person.

A customer who purchases products or services from a hospitality business.

Someone who purchases products or services from a business.

The ability to put yourself in someone else’s shoes and know how that person feels

The positive feeling customers have about a business that meets their needs

Service that meets or exceeds customer expectations.

Providing the same good service and products to customers each and every time they come to your business.

The interaction between a customer and a staff member.

The informal conversation people have about their experiences with a business.

Employees whose main function is to interact with the customers.