Customer Service 222222

ELILLY INTERNATIONAL HOTEL
Food and Beverage

Division
FOOD AND BEVERAGE DIVISION
• Service: The Heart of

Hospitality
BY MUHAMMED ADEM
© Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
Objectives
• Analyze why customers are

important to the hospitality
business.
• Describe the needs that hospitality
businesses satisfy.
• Explain the importance of quality
service.
• Describe the two types of
hospitality employees. continue
© Goodheart-Willcox Co., Inc. d
Permission granted to reproduce for educational use only.
Objectives
• List the six characteristics of

customer-focused employees.
• Distinguish the 11 critical moments in
customer service.
• Assess the importance of good
communication skills.
• Describe methods of handling
customer complaints.
Customer Service
• Service
• is an activity done for another person
• Customer Service
• is the total experience a customer has
with that business
• A customer experience includes:
– staff performance and courtesy
– cleanliness of the property
– the way customers are treated
Customers
• Customer or Guest
• someone who buys products or services from a
business
• The success of a hospitality business depends on
• return customers
• The number one reason customers do not return
to a business
• Poor Service
• Empathy
• helps hospitality workers provide what
customers need
Customers’ Needs
• Human needs:
• Basic physical needs, such as food
and shelter
• Psychological needs, such as feeling
accepted and fulfilling personal
goals
Satisfying Customer Needs
• Hospitality companies strive for:

• customer satisfaction
• The positive feeling a customer has about a business
that meets their needs.
• Quality service
• is service that meets or exceeds customer expectations
• Consistent quality service
• means providing the same good service and products
each time a customer comes to a business
• Quality service depends on
• service encounters
• The interaction between a customer and a staff member.
Quality Service
• All customers expect

– to be treated with dignity and respect
– to have their requests handled
accurately and efficiently
– truthful product descriptions and
answers to their questions
– honesty and accuracy in money
transactions
Quality Service
• Customers frequently complement

the following services:
– Clean and attractive appearances of the
facility and grounds
– Employees who respond quickly to
request
– Employees who anticipate customer
needs
These complements are based on good
training and the attitude of the employee
Importance of Service Quality
• Poor service results in loss of customers

and bad word-of-mouth publicity
• Quality service brings repeat customers
and generates positive word-of-mouth
publicity
• Quality service is achieved by
employees who are skilled at their jobs
and understand the art of customer
service
Hospitality Employees
• Front-of-the-house employees work in

areas that guests usually see, such
as the lobby
• Back-of-the-house employees work in
areas guests do not usually see, such
as the laundry
• All employees are responsible for
providing quality service
• Desire to please the customer continue
is the
d
Hospitality Employees
• An employee with a sincere attitude

remembers that the customer is the
reason for the business
• This attitude develops from being
customer-focused
Customer-Focused Employees
• Customer-focused employees
– make immediate eye contact
– have good posture
– smile warmly
– respond quickly to requests
– use the customer’s name whenever
possible
– are clean and well groomed
Critical Moments
• Service encounters that have a big

impact on customer satisfaction are
critical moments
• Proper responses at critical
moments reflect quality service
• Employees can make sure critical
moments leave a positive
impression
11 Critical Moments
• First phone call

• First view of entrance
• Interaction with greeter
• Wait for table or room
• First moments at table or in room
• First encounter with busser and
servers
• Encounter with manager continue
© Goodheart-Willcox Co., Inc. d
Permission granted to reproduce for educational use only.
11 Critical Moments
• Arrival of food
• Visit to restroom
• Presentation of check or bill
• Last interaction with server or front
office staff
Customer Relations Techniques
• Providing good customer service

requires customer relations skills
• Customer relations skills include
– communication skills
– the ability to handle customer
complaints
Communication Skills
• Employees must be able to

communicate effectively with
customers, coworkers, suppliers,
and guests
• Three communication methods are
– verbal (spoken)
– written
– nonverbal (body language)
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
Review
• What is the number one reason
customers do not return to a
business?
– poor service
• Hospitality services need to provide
for customers’ physical and _____
needs.
– psychological
continue
© Goodheart-Willcox Co., Inc. d for educational use only.
Permission granted to reproduce
Review
• What is quality service?
– service that meets or exceeds
customer expectations
• Making immediate eye contact and
responding quickly to customer
requests are examples of being a
_____ employee.
– customer-focused
continue
© Goodheart-Willcox Co., Inc. d for educational use only.
Permission granted to reproduce
Review
• What are critical moments?
– service encounters that have a big
impact on customer satisfaction
• Name two customer relations skills.
– communication skills and the ability to
handle customer complaints

Customer Service 222222

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Customer Service 222222

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ELILLY INTERNATIONAL HOTEL

Food and Beverage

• Service: The Heart of

• Analyze why customers are

• List the six characteristics of

• Hospitality companies strive for:

• All customers expect

• Customers frequently complement

• Poor service results in loss of customers

• Front-of-the-house employees work in

• An employee with a sincere attitude

• Service encounters that have a big

• First phone call

• Providing good customer service

• Employees must be able to

• Listen with empathy

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