Customer Service in Hospitality and Tourism

What is the primary focus of customer service in the hospitality and tourism industry according to the document?

• Reducing costs

• Creating a welcoming and positive experience

• Increasing employee benefits

• Expanding globally

Why is meeting and exceeding customer expectations crucial for a business?

• It reduces the need for marketing

• It builds trust and fosters loyalty

• It allows for higher pricing

• It decreases employee turnover

What is one of the actions mentioned for handling client complaints?

• Ignore the complaint

• Offer a gift card and a coupon

• Transfer the complaint to another department

• Delay the response

What should businesses aim to provide beyond basic expectations?

• Discounts and promotions

• Personalized service

• Free products

• Extended warranties

What is the ultimate goal of generating positive word-of-mouth referrals?

• To reduce advertising costs

• To increase sales and gain a competitive advantage

• To expand product lines

• To hire more staff

Which of the following is NOT listed as an action to handle client complaints?

• Present a solution to the issue

• Use empathy and honesty

• Ignore the complaint

• Keep the client informed

What is a key component of delivering a positive experience according to the document?

• Offering the lowest prices

• Consistently exceeding customer expectations

• Providing free samples

• Having a large product range

What should businesses do to stand out from competitors?

• Lower their prices

• Deliver a positive experience beyond customer expectations

• Increase advertising

• Offer more products

What is the first step in handling client complaints as mentioned in the document?

• Apologize immediately

• Get deep into the context of the story

• Offer a discount

• Transfer the call

What is the role of empathy in handling client complaints?

• To reduce the workload

• To use empathy and honesty and compassion

• To increase sales

• To avoid confrontation