Professional Documents
Culture Documents
Quality Management
https://www.slideserve.com/wendell/solid-steps-of-
christian-growth-a-study-of-2-peter-1-1-11
DEFINITION:
• Customer Service
– how one delivers a product or service
Examples:
> Products - Hotels providing accommodation / Restaurants selling food /
> Services – Bartender Mixing and Serving Drinks / Food Attendant taking and serving orders and taking
care of the customer’s needs
Hospitality can mean many things, but for me, it means being truly caring,
trusting and investing in customers. It's hospitality that makes businesses strong
and helps eliminate anxiety created by the paradox of choice—the
overwhelming amount of options that customers are faced with on a daily basis.
WHY DO YOU THINK THERE IS BAD AND
GOOD CUSTOMER SERVICE?
3 Keys in Delivering Great Customer Service
1. The Influence Of Smile
- this helps with the inflection of voice, allows you to build connection with your
guest, and makes them feel at ease
( RECITATION )
Customer Service and Quality
Management in Hospitality
Industry
THE IMPORTANCE OF CUSTOMER SERVICE
“MARKET RESEARCH”
- the process of determining the viability of a new service or
product through research conducted directly with potential
customers.
Deciding what is the best idea to try
Designing the features of the new product
CREATING A PROTOTYPE (a working first version of the product)
Testing the prototype on some customers
4Ps
customers and sell its products successfully
it must develop a strategy based on the 4
P’s – Product, Price, Promotion and
Place. How these 4 elements are combined
is referred to as the MARKETING MIX
and
will determine how well a product will sell.
PRODUCT
The good or service that the customer
purchases.