DNY CHAP 2

What is customer service in a hospitality business?

Customer service in a hospitality is the total customer experience with that business.

How can bad word of mouth publicity harm a hospitality business?

If customers say bad reviews then that affects if they would suggest your business to a friend.

Explain why customers are important to a hospitality business.

If there were no customers, there would be no business. The customers are the ones who actually provide money for the business.

List and describe the seven techniques that are useful in handling customer complaints

Listen with empathy allow the customer to vent be supportive do not blame someone else have a positive attitude offer solutions follow through on the solution

How can the hospitality business meet the psychological and physical needs of customers?

Making sure the customer feels accepted, welcomed, and that his or her requests are meet.

What can a hospitality worker do to ensure quality customer service?

Making sure to keep checking up on the customer, the quality of service stays consistent and to go above and beyond.

list the six characteristics of customer-focused employees, then explain the importance of each characteristic

immediate eye contact good posture smile warmly respond quickly to requests they use customer's name whenever possible they are clean and well groomed

list then give an example of each of the three types of communication skills that hospitality workers use.

verbal communication written communication nonverbal commuincation