Miamikillianhs.enschool.org
Review sheet as we go CH. 3 Customer service Box 1 Distinguished by quality Highest standards expected/Staff fully aware of needsConsistently exceed expectationsEveryone’s responsibility Consumer’s eyes/quality measured by attitude/Everyone’s attitude in companyBox 2 Customers look forReliability ResponsivenessAssuranceEmpathyBox Three – Main implications of poor customer service areNot getting info neededLoss of income/cancellationsIncreased cost/trying to get repeat or new customersHigh staff turnoverUnhappy/inefficient workforcePoor public imageLack of customer loyalty/no incentives to returnBox Four – Customer Service PolicyGoal/Make an organization’s customers feel satisfied/valued/get them to returnSpecial training for workers/meet demands of internal/external customersCustomers feeling outrage/will not returnMost customer service is averageCustomer service delight zone/will return/loyal/repeatBox Five – Moment of truthFirst impression – customer and employeeReception deskRestaurantGuest roomCustomer satisfaction impacted by customer expectationsCustomer service matches customer expectations/ will returnCustomer service procedures/routines/detailed steps/organization uses to deliver its customer service. Box Six – Operational standardsOperational standards/ what is to be done/steps/proceduresCompetence standards/action carried out/individual employee performance/putting steps into actionBox Seven – external/internal customersCustomer is anyone who has the right to ask/expect/employee to provide a service/External customers IndividualsGroups/age/cultural/special interestPeople with childrenForeign visitors/language/cultural differencesSpecific needs/wheelchairs/sensory disabilities/dietaryMembers and non-members of travel organizationsBox Eight – Internal customersStaff within organization/ and organization that supplies Immediate colleaguesManagement/supervisorsEmployees of other organizationsBox Nine- MaslowHierarchy of personal needs/ met in order for people to live and prosperPyramid shapeBase: physiological needs: food/water/shelter/airNext: Safety/security/protection/order/stability Next: Social/affection/friendship/and belongingNext: Ego/prestige/success/self-respectNext: Top: self-actualization/self-fulfillmentBox Ten – Maslow TouristsArriving at destination/accommodations/safety/food/ directionsTraveler has accommodation, food, safety, local knowledge/ then they will feel good to socializing/interacting/letting guard done/exploringFeeling of safety/local knowledge/less stress/ appeal of local tour guide and all-inclusive Box Eleven – External CustomersVisit places/deal with companies that provide something they needOrganizations/break down customers by ageBox twelve – Baby Boomers1944-1960Getting older/think youngerPersonalized treatmentHealth/fitnessAffluent/brand loyalty/comfortable with traditional travel methodsNeed good lighting/clear text/easy movementBox Thirteen – Generation X1960-1980Technologically competent/independent/flexibleEfficiency/directnessHave lots of questionsSkeptical of oversellingBox Fourteen – Generation Y (millennial) 1980-2000Sociable/ goal-orientated/digital mediaQuick solutions Don’t talk down too/know what they wantBox Fifteen - Tourism businesses identify potential customers needsRestaurants display menus/specials/ windows/doorPassing by on streetTour operators/brochures/employ knowledgeable staff/outgoing/understands product/ask the right questionsShops/large signs on windows/distinctive product displaysBox Sixteen – Learn how to understand customer’s needs and wants/quickly/satisfiedVisit a TICVisitor needs/ ask direct questions/listen to their response/provide a range of optionsService attitudes/commitment/reflect managementService/positive/enthusiastic/interested in job/knowledgeable/boss/then workers will follow suit Box Seventeen Internal customersManager/happy with staff/tell them/ not happy with their effort/ tell them as wellSuccessful management/monitor and manage workers satisfactionInternal customer satisfaction/related to encounters with management/external customersEmployee satisfaction/direct bearing on external customers satisfactionEmployee satisfaction/customer satisfaction/ will determine profits Box Eighteen Studies of Internal customersPositive relationship/ customer satisfaction/profits/salesPositive relationship/employee satisfaction/profit/salesRelationship/employee satisfaction/customer satisfaction/linkedBox Nineteen Maslow Internal workersBottom: Physiological: Competitive salary/wagesNext: Safety and security: Safe work conditionsNext: Social/belonging: work-based social eventsNext: Esteem: feedback/appraisal system/praising effortTop: Self-Actualization: more challenging/stimulating work/promotion Staff thrives on praise/public recognition Reward staff for their effortsInformal rewards/ job well done/ praise/high-fiveFormal rewards/ tangible/giftsBox Twenty Delivery of customer serviceTiming skills/ hostess/waiter/food runner/bus boy/chef Advise specials/what drinks, food are available or not availableTry not to disrupt table / read the table from a distanceClear used plates/drinks/ or unused cups or platesReplenish bread/water/drinks without them having to askKnow the menu/ make suggestions/ dietary preferences/ substitutions Body language/smile/positive imageMode of dress should match nature of work being done Personal presentation/hygiene/clothes pressed/hair combed Don’t touch food, glassware inside/surfaces of chinaBring check in timely manner Welcome them/ welcome them back Ask if you can do anything else/anything else they might need Let them know how long until food is readyFood runners/ check food before runningMake up for any delaysBox Twenty One Front line workersFront line employees/ interpersonal skills/ interacting with othersInterpersonal skills/communication skills/people skills/soft skillsPeople skills/improving/builds confidence/enhances relationshipsCodes of conduct to follow/represent the company/pride in personal appearance/dress/general groomingCleanliness/personal hygieneBox Twenty Two Hotel Receptionist Front line employees/moment of truthGreet in appropriate mannerAppearance of hotel/reception area/positive impressionSpeak a foreign languageAdministrative skills/ computer skills/reservations Being accurate and efficientCommunicate clear/friendly manner/keep area cleanCourtesy/tact/diplomacy/when it comes to requestsSee problem from customer’s point of viewUnderstand their frustration/give alternatives/upgrades Apologize for inconvenience/ free drink at barNever argue/try and agree with customers solution Know mental map of hotelKnow what is being used or open or closed in hotel Any special event going on/what needs reservations/payment typesBox Twenty Three Housekeeping Room Attendant Conditions of room/overall reputation of hotel Moment of Truth Check guest occupancy/has room been vacatedReport any room problems/maintenance problems/ to supervisor Clean room/start from furthest point from the doorWear gloves/change beds/towels/soaps/shampoos/tubs/toilets Box Twenty Four/ Business floor staffExecutive floors/computers/fax machines/secretarial asst. / Internet/free wifi/printersExpress check in/out/ concierge services/airline/car rental reservation asst./shuttle servicesFree snacks/coffee/beverages/continental breakfastLocal/international newspapers/magazinesStaff/engage/interact/trained/high expectationsBox twenty five/ Delivery of customer serviceTrainingProfessionalism/skillAttitude/behaviorAccessible/respond to needsReliability/trustworthinessRecoveryProtect brand image/reputationBox twenty six/ Performance standardsPart of job description/ “ what”/ “ how-to” / “ how-well”/ “ how-many”/ “ how-often”/ “ how-soon”What is to be done/ how it is to done/Box twenty seven/ Job description using performance standardsServer will take food/beverage orders for up to five tables with 100% accuracy/ using standard house proceduresAdding a performance goals/set performance standards/how much/many/good/fast/soon/accurateImprove individual employee performanceWorkers not given specific instructions/they will choose easiest methods to complete taskWorkers/will only do parts of their job they like doingProcedures/standards/correct thisProcedures/standards/workers will improve their skillsImproved skills/knowledge/goals met/encourage people to work more independentlyReward system/achievement/better workersBetter work/more productivity/better customer service/more sales/more profitHigh morale/workers feel secure/wanted/they know what to do/how to do it/what they will be judged onLet employees help with objectives/sense of pride/commitment/seeing their own goals achievedParticipation/brings loyalty/belonging to company/Performance standards/less conflict/misunderstanding/everyone knows what they are responsible for/ level of performance expectedReduces likelihood that one person is doing less than another/ often a cause of discontent/conflictBox twenty eight/ Assessment of quality of customer serviceBenchmarkingIdentify best practices/ understand/evaluate/current position/ in relation to best practices set forward by corporation/ identify areas for performance improvement Look outward to examine others/competitors/see how they achieve performance levelsLessons learned from benchmarking/ used to help facilitate improved performance in areas needed improvingBenchmarking/ ongoing/improvement process/ever-improving best practiceBox twenty nine/ Informal FeedbackAsk customers questions/informal/non-threatening mannerGathered over dinner/casual conversationSimple questions/yes/no/answersHead waiter/ask if meal was good/service was satisfactory/anything else neededQuestions asked/invite customer feedback/provide opportunity for guests to comment/identify what could be improved/what was done wellHighlights trends/issues/at early stage/before they turn seriousCost nothing to ask questions/free feedback/significant benefitsColleagues working together/identify problemsOffer rewards for staff that suggest positive development/ask staff informal questionsAsk suppliers informal questionsBox Thirty / Observation Collect feedback/personal performance/watching staff complete dutiesNote what is done well/what needs improvement/performance of routines/personal presentation/grooming/competence Box Thirty One/ SurveysMeet needs/wants of customers/ meet customer satisfaction Find out customers needs/wants/who/age/gender/income/etc. Market researchLarger companies/carry out research themselves/smaller ones might hire firms to collect customer dataCollect surveys at airport/reception area of hotelMethods/self-completion questionnaires/ open-ended/closed –ended/multiple-choice questions/customer or potential customers fill outTelephone surveys/internet surveys/telephone surveys/forms/emailData/assess customer satisfaction/meet/exceed expectations of customerBox Thirty Two/ Suggestion Box1880/first physical box/Scotland/shipyardCollect ideas from all employees/pay for each idea implementedTotal quality control/cost/safety/ideas/complaintsCapture ideas from everyone/anonymousProblems/ someone might be standing next to box/need incentive to contribute/will their ideas be treated fairly/may not be emptied for long periods of time/initial excitement wears offPositive: quick to put upBox Thirty Three/ Focus GroupsQualitative research/ small group of consumers/certain topics/productsGather info/acceptability/usability/colors/shapes/branding/re-launched/advertising/consumer perceptionsElicit depth data/consumer motivation/branding6 to 8 in group/moderator/ask questions/draw out answers/encourage discussion/observation/one-way mirrors/video/audio tapingConsumers are screened/demographics/usage/past consumer behavior/age/income/race/gender/ethnic/hobbiesPaid cash/gifts/ for attendance/participationBox Thirty Four/Mystery shoppersMarket research companies/internally/externalPerform specific task/purchase product/returns/ask questions/register complaints/behave in a certain way/view cleanliness of storeProvide feedback/reports to company Given instructions/procedures/test knowledge and service skills of employeesSubmit data to be reviewedBox Thirty Five/ Customer Satisfaction/employee satisfaction Satisfied employees willInteraction/develops awareness/ respond to customer goals and needsBe motivated/provide effort/careBe empowered/training/increased responsibilities /serve customer betterHave High energy/offer best service/positive perception of companyOffer adequate explanations/show empathy/understanding/respect/ concernBox Thirty Six/ How Managers reward their staffOrganize familiarization tripsStaff swap programs/TICSThank you cards/flowersMorning Teas/Coffees Pay for industry workshops/conferencesComplimentary ticketsStaff member of the monthBox Thirty Seven/ Hotel Waiting StaffTake care of guest’s drinks/meals/work with kitchen staffTiming!!! Sitting guests/drinks/specials/order/food/refills/checking meal status/presentation of food/clear plates/ dessert/coffee/check/return card/proper goodbyeTry not to disrupt guest oftenKnow what food/drinks are available Table clear of unwanted itemsReplenish drinks/bread/timely mannerPersonal presentation/hygieneTry not to touch food/certain parts of plates/glassesHelp busboy clear the tablePositive imageDon’t offend customer by appearanceDress/physical appearance should match nature of workInterpersonal skills/front line staffPeople skills/soft skills/communication skillsImproving these builds confidenceConfidence/enhances performance/relationshipsFollow code of conduct/speech/appearance/dress/grooming/cleanliness/personal hygieneBox Thirty Eight/ Check list waiting staffUniform clean/looking goodWhat is on menu/alternatives/substitutions/specials/what your out ofPen/cloth/padIntroduce yourself to guestCold items come first/hot lastDon’t rush appsBox Thirty Nine/ Serving and Clearing foodCollect food/beverage promptly from kitchen and bar/ check for accuracy/presentation Follow up on delays/rely them to customerCheck on customer satisfaction Remove used items Dispose left over foodCustomer farewellBox Forty/What we the customer expects at Bar and Dining experienceFriendly and enthusiastic staffSmart looking staffKnowledgeable staffOffer to help without being askedPrompt and efficient staffDon’t hurry usApology if you keep us waitingApology if things go wrongTreat as individualReassure any delays/problemsBox Forty One/ Please P: Posture/ alert/ready for helpL: Look/Listen/show interest/concernE: Expression: Friendly/Natural/SmileA: Appearance: Smart/Clean/Correct UniformS: Speech: Show courtesy/proper/toneE: Eagerness: help others/enthusiasm/enjoy your workBox Forty Two/ Hotel ReceptionistFront line staff/moment of truthGreet/welcome/never a second chance at first impressionAppearance/positive impressionSpeak foreign languagesUnderstand hotel’s computer systems/handle reservationsAdministrative skillsProper/clear languages/friendlyBe Courteous/Tact/DiplomacyListen/open minded/Keep guest informedApologize for any delay/inconvenienceUnderstand customers point of view/empathyAgree to solution Get guest approval of solutionBox Forty Three/ Avoid Complaints by Clearly state what is included in price/ room/meals/drinks/service/charges/taxes/excursionsPlanned functions/smoking/refurbishment taking placeWhat needs to be pre booked/spa/dinner/showsAdvanced warning if restaurants are closed/fully bookedHotel’s cancellation policy/credit cardsDeposits that might need to be made on reservationsIs deposit refundable Charges for additional servicesAcceptable/unacceptable types of paymentHidden Fees Box Forty Four/ Assessing the quality of customer serviceStrategies include monitoring customer feedback/ maintaining staff levels/ training programmes/ monitor individual performances Customer service policy that will state their strategy/ covers all types of customersPolicy/emphasis will cover needs and wants from all cohortsMain aim of policy/ customers feel satisfied/valued/get them to return againPolicy/ staff must be aware/ continue to be made awareSpecialist training course/ ensure all staff interact with external/internal customersBox Forty Five/ Organizational/Functional/StandardsService procedures/routines/detailed steps/deliver customer serviceFormal procedures in writing/ train staff/monitor serviceOrganizational customer service standards/ specify what is to be done/said in a given scenario/ EX. Have to wear name tag/told to smile/make eye contact/introduce company and yourselfBox Forty Six/ Functional area customer service standardsAction individual employee needs to follow/ task to be performedBox Forty Seven/ Organizational standards for employeesUniform always clean/tidy/look your bestKnow what is on the menu/ alternatives availableService cloth/pen/paperIntroduce yourselfBox Forty Eight/ Frontline employeesHave interpersonal skills/communication skills/people skills/soft skillsInteract/deal/converse/problem solve/greet/Builds confidence/enhances relationships Cleanliness/personal hygiene/dress/groomingBox Forty Nine/ Employees/encouraged to deliver high standards/ company expectsFriendly and enthusiastic staffSmart looking staffEducated about corporation and locationWilling to be helped without being askedPrompt serviceApology if waiting/something is wrongDo not hurryTreat as individualQuality is remembered/ price forgottenBox Fifty / Performance Management Enables an employee and manager to review past performanceAssess current achievements and point out what training needs to be improvedReflect employee’s potential for development or promotion Meeting between employee/supervisor/set performance targets for the coming year based on the findings of the observations Box Fifty One / Performance Management SystemPerformance StandardsIdentify relevant standards, select indicators Set goals/targetsCommunicate expectationsPerformance Management Refine indicators/define measuresDevelop data systemCollect dataReporting of ProgressAnalyze dataFeed data back to managers/staff/policy makersDevelop a regular reporting cycle Quality Improvement ProcessUse data for decisions to improve policiesManage changesCreate a learning organization Box Fifty Two Benchmarking Process of identifying best practices in relation to customer service deliverySearch best practice/ take place inside the corporation/outside the organizationWhat you can learn/improve within your company buy studying and analyzing rival companies customer service practicesObjective/ benchmarking is to understand and evaluate the current position of a business in relation to best practices and to identify areas and means of performance improvement Benchmarking process/ look outward/ examine how others achieve performance levels/ understand the processes they useLearn lessons from benchmarking/applied/ help facilitate improved performanceBox Fifty Three Application of benchmarking 4 Key StepsUnderstanding in detail existing customers service processes within the organization Analyze the customer service processes of othersCompare own customer service performance with that of others analyzedImplementing the steps necessary to close the performance gap Box Fifty Four / Impacts of quality customer service for customersQuality of customer service/customer feels either satisfied or dissatisfiedCustomer perceptions/ positive/negative/based on needs being met/gained value for their moneyPerception of quality/overall experience Box Fifty Five / Impacts of quality customer service for employeesJob satisfaction tied too/ employee being able to offer high quality customer service/receives positive feedbackUnable to answer questions/lack of appropriate training/not know how to carry out procedures/lead to dissatisfaction in jobOrganizations/invest time/money/training /enhance skill development /increase employee’s employabilityBox Fifty Six/ Impacts of quality customer service for the organizationsInvest time and money/development of staff/more satisfied/empowered/competent/efficient/knowledgable/engaged/workforceStaff/understand role/contribute to companyBuilds positive reputation of the companyStaff/feel comfortable/have purpose/increase job satisfaction/customers happy/loyalty Company/meet customer’s needs/go beyond expectationsGreat reputation/loyal customers/free advertisement Box Fifty Seven/ Customer ServiceVisitors to a city: families/singles/couples/disabilities/groups/older/middle-aged/youngerBackpackers/campers/five star clientsLocal trips/overseas destinationsNature seekers/nightlife/shopping/cultural experienceBox Fifty Eight/ Needs of External CustomersFood/shopping/accommodation/transportationAncillary Products/ car hire/theme park tickets/ tour guidesInformation and advice/TIC/ visas/booking tours/safe areas/ money exchangeAssistance in travel arrangementsResolving customer problems/complaints/hotel room/car hireBox Fifty Nine/ Making Hotel Reservations: internal workersTell client what is included in price they were quoted: meals/refreshments/service charges/taxesHotel’s smoking policy/ refurbishment work in progress/ planned functions/ eventsWhat facilities need to be pre-booked/ spa/dinnerAdvanced warning if restaurant is closed or fully bookedDetail on the hotels cancellation policy/ credit card fees/ how they are chargedInfo on any deposits that might be needInfo on the type of payment / credit card fees Box Sixty/ Likely needs of internal customersSafe working environment/ protect from risks and dangers/ protect well-being/ includes uniform/ protective clothing/ follow local employment lawsAppropriate training to their job role/ product knowledge/ specialist skills/provide training/ pay employees for trainingKnowledge of procedures/routines/performance standards for carrying out specific duties/ code of conduct of companyJob satisfaction/ employee feels content with their job/ feel motivatedBox Sixty One / Customer Feedback Response on Social MediaSuggestion boxesComment cardsUse of companies websiteEvaluation formsInformal feedbackOnline/phone surveysFocus groupsBox Sixty Two/ Social MediaCommunicate with existing and potential customersFB/Twit/Yout/Inst/Snap/ promote productRegular updates/deals/pics/videos/comments/likes/interact/promotions/reviewsShare with wider base of customersBox Sixty Three/ Customer Comment CardsCheck out bookBox Sixty Four/ Specific Market ResearchQualitative Data/ info collected about customer’s opinions and attitudes towards products and servicesQuantitative Data/ numeric/statistical by nature/ frequency of visits/cost and number of users and so on Quantitative Data/ shows patterns/trends in the market/graphs/chartsQualitative Data/ more difficult to represent graphically/ questions and answers Both types/ assess customer satisfaction levels/ identify areas of improvement Box Sixty Five/ Qualitative researchHow many times have you been here: purpose: shows repeat guests/loyalty How did you hear about us: purpose: Assess marketing/promotion methods effectivenessPlease rate the following aspects: the service supplied/ experience / purpose/ are you meeting guest’s expectations/ identifies areas and aspects needing improvement Would you like to receive information regarding our promotions and special events: purpose: More efficient/targeted marketing and extended databaseCan we use your comments and feedback for our promotional purposes: purpose: Endorsements on printed marketing materialsChapter 4 Box Sixty Six Economy ClassPrepared mealOverhead storageIn-flight entertainment Cash for drinksBox Sixty Seven Business Class/First classComplimentary chauffeur car serviceDrive thru check-in/ head to club house in terminal Seats turn into flat bed/ aisle accessNo seat meal times/ freshly prepared / unlimited drinksLaptop power access/ large TV/ large table for meetings/ mood lighting/privacy shellPrivate check-in/ personal attentionRotating seats/ coatroom/ mini-bar/personal mirror/ shower/magazine rack/ desk lampBox Sixty Eight / Budget CarrierLow fares/ pay for headphones/ bag limits/ food/ drinksSingle passenger class/ common planes/ Boeing 737Cheapest ticket is the earliest purchaseUnreserved seatingSecondary airports/ cheaper landing feesShort flights/ quick turnaround timesSimplified routes/ point to point Direct ticket sales/ internetEmployees have multiple roles/ less staffUnbundling of ancillary charges/ airport fees/taxes/made separate/ makes headline fare fee look cheaperBox Sixty Nine/ Rail ServiceDomestic/international travel/ high speedBusiness/leisure travelersCity center to City center/ near all tourist sites/ reduces transfer feesBig cities to small cities/ lots of connecting pointsCheck-in procedures/ security procedures/ quickerLess luggage restrictionsBuy tickets at stationStations have a lot of ancillary services/ can walk to stationsLarge work tables/ free Wi-Fi/ plug-in tech/ sleeping cars/ restaurants/ bars/ windows/ move around train/TVs/laptopsBox Seventy Coach ServiceCity to CityCheap/budget/backpackersTV/Plug-in service/Wi-Fi/windowsStops big and small citiesTour groupsBetter if infrastructure is up to dateBox Seventy One / Travel agenciesWide range of products/ flights/cruises/hotels/rail/car rental/ transfers/tour packages/medical screening packages/ tour guides/ ancillary services/ tickets to events/ restaurantsOperates in convenient locations/access to traveller/promotions/dealsPersonalized services/direct contact/face to face/ solve problems while travelingTravel insurance/Foreign exchange/Sight seeing pre-booked/passport/visa info/ reservation advice/maps/brochures/guide booksBox Seventy Two/ Tour OperatorsCombines two or more travel services/transport/accommodation/catering/entertainment/transfer/sightseeing excursionsSell directly of through travel agenciesPackage tours/ flights/accommodation/servicesBulk buying/ cheaper priceContact numbers/ solve problemsNiche tour operators/ specialized packagesTarget by age/groups/interests/income/lifestyle/green tourist/hobbiesInbound tour operators/outbound tour operatorsAll ancillary services paid for/ quick access/tour guide supplied/pre-paid ticketsBox Seventy Three / Factors influencing international travelMore leisure time/ more disposable income/new long-haul destinations/ city breaks/ adventure tourism/eco/sports/ youth/grey/ marketNew routes/services/transport/more varietyE-booking/ exchange rates/business travel profitability/Seasonality Personal well-being/ healthier society/younger feeling/combined activities with health conscious lifestyle Box Seventy Four/ Internet/Social Media/Do-it yourself packaging Travel blogs/internet/speed/convenience/first person accounts/read from the people you had first hand travel experienceFacebook/Instagram/Twitter/Snap chat/YouTube/Trip advisor/YelpPhotos/videos/podcastsEasy credit card payment/instant booking/instant confirmationFlights/accommodations/attractions/restaurants/tour guides/direct contact/car rental/maps/virtual tours ................
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