1. TFJ3C
Ms. Mulligan Smith

2. Customers
What is the relationship between customers and service providers?

3. Customer Service Principles
The fundamental principles of customer service:
Reliability
Accountability
Caring
Responsiveness

4. Skills Needed for Customer Service
What types of skills are used to demonstrate professionalism and provide high-quality customer service?
Interpersonal
Intrapersonal
Problem-solving

5. Customer Service and Success
How does the quality of customer service affect the viability of various hospitality and tourism businesses?
Hotels
Resorts
Restaurants
Private clubs
Health spas

6. What is a Critical Moment?
An interaction that can leave a lasting, positive or negative impression with a customer or client

7. 11 Critical Moments First phone call to a business
First view of the building entrance
Interaction with the greeter
Wait for a table or room
First moments at the table or in the hotel room
First encounter with bussers and servers
Encounter with the manager
Arrival of food
Visit to the restroom
Presentation of the check or bill
Last interation with server or front office staff

8. Customer Focused Employees
A customer focused employee goes above and beyond to make the client feel welcome, by doing the following:
Immediate eye contact
Good posture
Smiling warmly
Responding quickly to requests
Using the customers name
By being clean & well groomed

9. Handling Customer Complaints
Sometimes no matter what you do you just can’t please some customers. However, most complaints can be dealt with by doing the following:
Listening with empathy
Allowing the customer to vent
Being supportive
Not blaming someone else
Having a postive attitude
Offering solutions
Following through on the solution

10. Listen with Empathy Try to put yourself in the other persons shoes
How would you feel?

11. Allow the Customer to Vent
Do not interrupt
Do not belittle how they are feeling
Keep your calm

12. Be Supportive Nod your head
Validate how they are feeling, even if you think that they are wrong!

13. Do Not Blame Someone Else
Take responsibility
It looks bad to the person
There is no “I” in team!!!

14. Have a Positive Attitude
Even if the situation sucks, try and put on a smile
Say you will do everything you can to solve the problem

15. Offer Solutions Propose a solution, but only if it is a possible one!
Give them options

16. Follow Through on the Solution
Whatever you do make sure you give what was offered
Do not put a time limit on the offer