Provide Effective Customer Service.pptx

COMMON COMPETENCY 5: PROVIDE EFFECTIVE CUSTOMER SERVICE

SUMMARY OF LEARNING OUTCOMES: 1. Greet customer, 2. Identify customer needs 3. Deliver service customer 4. Handle queries through telephone, fax machine, internet and E-mail 5. Handle complaints, evaluation and recommendations.

SUMMARY OF ASSESSMENT CRITERIA: 1. Guests are greeted in line with enterprise procedure. 2. Verbal and non-verbal communications are appropriate to the given situation. 3. Non-verbal communication of customer is observed responding to customer. 4. Sensitivity to cultural and social differences is demonstrated 5. Appropriate interpersonal skills are used to ensure that customer needs are accurately identified.

6. Customer needs are assessed for urgency so that priority for service delivery can be identified. 7. Customers are provided with information 8. Personal limitation in addressing customer needs is identified and where appropriate assistance is sought from supervisor.

9. Customer needs are promptly attended to inline with enterprise procedure. 10. Appropriate rapport is maintained with customer to enable high quality service delivery. 11. Opportunity to enhance the quality of service and products are taken wherever possible.

12. Use telephone, computer, fax machine internet, email efficiently to determine customer’s requirements. 13. Queries/ information are recorded in line with enterprise procedure. 14. Queries are acted upon promptly and correctly in line with enterprise procedure. 15. Guests are greeted with smile and eye to eye contact.

16. Responsibility for resolving the complaint is taken within limit of responsibility. 17. Nature and details of complaints are established and agreed with the customer. 18. Appropriate action is taken to resolve the complaint to the Customer’s satisfaction wherever possible

WELCOMING AND GREETING THE GUEST Learning Objective: After reading this information sheet, you must be able to: 1. Welcome and greet the guest as per industry standards.

Welcome of a Client Never neglect the first contact with the client. Welcome is an element full of importance in the future comfortment of the client. A person badly welcomed will be very badly disposed toward you and thus will be of exigencies and very difficult to serve in spite of all your efforts to satisfy him.

• Be very polite and always smile • Never let a client wait all alone at the restaurant door, he might get the impression he is not welcome. • Whatever time he comes; do not take an attitude which means he is bothering you. Be warm in your welcome but natural. He is your host but do not seat him down at the table where the remains from the previous client are still on.

• If you do not have any more tables do not drop him. Try your best to make him patient, give the delays he shall have to wait and eventually send him to the bar but do not forget him there. Go and see him, propose the menu, maybe he would like to choose and give his order. • Make a little psychology, from this contact; try to get what type of guest he is. The knowledge of his character will help you to serve him better.

• Always remember to show him the way to his table and never forget to pull the chair/s out and help him sit down. • As soon as the guest enters the restaurant, acknowledge his presence by greeting “ GOOD MORNING, AFTERNOON, EVENING “

Greet your guest by their name if they are returning guests using prefixes like MR. , MRS., DR. , ATTY. , if you know them. • Never use their first name. • If the guest is a repeat guest say, “I AM GLAD TO SEE YOU AGAIN”. • Check details of reservations based on established service standard policy.

SELF – CHECK OF 5.1-1 TRUE or FALSE: Write TRUE if the statement is correct and FALSE if the statement is wrong. 1. Welcome customers upon arrival in accordance with enterprise standards. 2. Always remember to show him the way to his table and forget all about him. 3. The knowledge of his character will help you to serve him better. 4. Be natural and always smile, have an eye contact with the customer and always say thank you. 5. Whatever times he comes, do take an

ANSWER KEY 5.1-1 1. TRUE 2. FALSE 3. TRUE 4. TRUE 5. FALSE

Title: WELCOMING AND GREETING THE GUEST/S Objective: Given the necessary cleaning materials, you should be able to welcome and greet the guest of the restaurant based on industry standard.

Steps/Procedure: 1. Be familiar with the set up of the dining room. Find out what tables are designed for 2, 3, 4 people and which ones are reserved for those with reservation. 2. Stay at the outlet entrance. a. Approach the guest, look at each one, greet them with a smile and mention their name and title, if known.

b. Show the way to their table. With hands outside outstretched, “ this way please” or “ May I suggest a table for you, Sir/Ma’m 3. If there is no available table, tactfully inform the guest/s and advise them to wait at the lounge. Graciously look at the host and say” I’m sorry Sir/Ma’am, but we are fully booked at the moment, do you mind waiting at the lounge and I’ll call you once a table would be available.

4. If the guest has a reservation, make sure his table is prepared in advance. Tell the host” We have prepared a nice table for you or your party. This way please. 5. Lead the guest towards the table. Walk a little ahead of them when escorting them to their table. Endorse them to the captain or waiter and assist them in getting seated

LEARNING OUTCOME 2 IDENTIFY CUSTOMER NEEDS CONTENTS: 1. Identify customer needs ASSESSMENT CRITERIA 1. Appropriate interpersonal skills are used to ensure that customer needs are accurately identified.

2. Customer needs are assessed for urgency so that priority for service delivery can be identified. 3. Customers are provided with information 4. Personal limitation in addressing customer needs is identified and where appropriate assistance is sought from supervisor.

IDENTIFY CUSTOMERS NEEDS Learning Objective: After reading this information sheet, you must be able to: 1. Identify customer’s needs. Responding to Customer’s needs Customer satisfaction depends in large measure on the extent by which the dining staff are able to address customer’s need and expectation

Aside from physical needs (food, drinks and entertainment) customers have strong ego needs. They want immediate and consistent attention, expect to be given importance and recognition, to be appreciated for their patronage or comments. They also expect to be informed of important information in advance so as not to be placed in an embarrassing situation. And most of all, they want to get their money’s worth ( need for profit)

Here are some measures whereby the dining staff can satisfy customer needs. A. NEED FOR ATTENTION,

APPRECIATION AND RECOGNITION

1. Greet the customer with a warm smile. 2. Give customers prompt, undivided and consistent attention. 3. Call customers by their name or title if known, or address them sir or Ma’am.

4. Do not discriminate, even those who do not give tips as well as those who appear demanding or irritating; treat all customers equally in terms of attention and service. 5. Show appreciation rather than irritation when customer airs some comments or complaints.

6. Never criticize or insult a customer as this will hurt his ego. 7. Never attempt to argue or prove the customer wrong. 8. Be very sensitive to the guests feelings. Never embarrass him in front of others, or talk to him in a loud or arrogant voice. 9. Never attempt to correct the customers for any mistake (like mispronounced word, improper use of appointment)

B. NEED FOR INFORMATION 1. Be familiar with company products, facilities and services to be able to answer guest queries correctly. 2. Inform the customer in advance of any information that are important for him to know.

Example: During taking order, mention out of stock items, change of standard accompaniment, etc. For banquet bookings: tell about extra charges, corkage fees, etc. 3. Never settle question with “I don’t know” answer. Refer to the right person if not familiar with the item asked.

C. NEED TO BELONG AND TO BE ACCEPTED 1. Be friendly, maintain gracious expression and smile when talking to customers. 2. Give every patron a warm greeting. 3. Welcome back a repeat customer. 4. Make each guest feel very important, give him full attention give some extra service beyond the call of duty

5. Get to know guest’s preferences and favorites like his favorite table, dish, drink, and offer it to him before he asks for it. 6. Be generous in expressing gracious remarks like “ Hope you enjoy your meal”. “ Have a nice day, Sir

D. NEED FOR SAFETY OR SECURITY 1. Take note of items left by guests in the dining room or anywhere in the hotel. 2. Help in maintaining safe environment in the dining area. 3. Never used damaged tables, chairs and any service equipment in the room or any outlet so as not to cause accidents.

Guests who may pose to be source of trouble should be calmed down tactfully. If they attempt to make trouble, report to security officer It is not enough to have business goals and strategies related to providing an excellent customer service experience. Service is about interaction and execution.

Every crew is responsible for how they manage interactions with customers (both internal and external) and this includes identifying his needs. Identifying customers needs occurs through active listening and effective communication.

ACTIVE LISTENING Active listening is "listening with all three ears". To be effective, you need to hear what is being said AND understand emotions. Emotion is interpreted through tone, voice inflection, body language and your own intuition (gut feeling). Active listening contains three concepts: words, tone of voice and body language (55% of communication comes from our body language).

An example of using active listening to identify needs... A regular customer always wants to talk. He is always cheerful, uses open gestures, smiles yet needs nothing specifically. He asks you a lot of questions and is eager to share personally relevant information about himself (need = value as a person, identified by the body language, tone of voice and words)

EFFECTIVE COMMUNICATION The key to communication is simple, clear, positive and enthusiastic. Customers choose to use your business because they have needs. You find out what a customer needs by asking and then actively listening to their response. Your goal is to understand three things:

What they want When they want it How they plan to use it Customers are not always able to articulate what they need. By asking key questions and probing for more information you can define their need. Remember, ALL customers need to feel valued.

CHALLENGES What gets in the way of your ability to actively listen? Identify one common barrier. Once you have accurately assessed a customer's needs, your next step in the process of engagement is to efficiently and effectively MEET their needs. This means doing it right AND doing the right thing. This includes:

Knowledge of your products and service. This requires knowledge beyond your department to focus on identifying what your business products or services are (features) and how the product or service will assist the customer in enjoying value (benefits). Knowledge is the key to recognizing and seizing opportunities to cross sell additional programs/services or value-sell related programs/services, both techniques to add increased value to your customer.

Remember, the goal is to meet the customer's need. When we engage in cross selling and value selling techniques we are trying to suggest additional or complementary products/services that the customer will want or need. We are not pushing products. When done effectively, both the customer and the business win.

Problem solving and decision-making. Customers desire their need to be addressed as quickly as possible. The more people or time it takes, the greater chance of dissatisfaction. Do you have the skills, desire, knowledge and opportunity to solve problems and make decisions at the first point of contact with the customer? If the answer is "no", consider the following questions and strategies within your department:

• Do you require additional training and understanding of the products and services your business offers? • What can you do to make this happen? • Do you want to solve problems and make decisions on the spot? • Do you require support in understanding policies and guidelines and the kinds of creative alternatives you have to choose from?

AT ALL POINTS OF CONTACT WITH CUSTOMERS WE NEED A

“WHAT CAN I DO

ATTITUDE”

TRUE OR FALSE. Write TRUE if the statement is correct and FALSE if the statement is wrong. 1. It is necessary to know your products and services when identifying customer’s needs. 2. Active listening means not understanding what the customer’s wants and emotions. 3. Customer’s desire their needs to be addressed as quickly as possible.

4. Attendant should be alert in responding to customer’s needs and requests. 5. Meeting customer’s needs is doing the right thing and doing it right.

ANSWER KEY 5.1-2 1.TRUE 2. 3.TRUE 4.TRUE 5.TRUE

DELIVER SERVICE TO CUSTOMER Learning Objective: After reading this information sheet, you should be able to: 1. Deliver service to customer/s CUSTOMERS JUDGE A RESTAURANT, BAR OR HOTEL NOT ONLY BY THE QUALITY OF FOOD AND FACILITIES, BUT ALSO BY THE KIND OF PEOPLE WHO SERVE THEM

CUSTOMER “Customers are the most important person in the organization. They are not dependent on us --- we are dependent on them. They are not an interruption of work… they are the purpose of it. We are not doing them a favor by serving them… he is doing us a favor by giving us the opportunity to do so.

Customers are not a cold static… they are flesh and blood; a human being with feelings and emotions like our own, and with biases and prejudices. They are not someone to argue or match wits with. Nobody ever won an argument with a customer.

A customer is a person who brings us his wants and needs. It is our duty and job to handle them in a way that profits both him and us.”

ACTIVITY: With the message above, make a group (three members) and make at least 3-5 QUOTE or SAYINGS about customers.

Two Kinds of Customer Satisfied Customer Whose needs and expectations were met May or may not return to do business with the company again Feelings may be between neutral and good

Loyal Customer Whose expectations were exceeded Felt delighted with the product and service Will usually help with the business through word-of-mouth advertising Will stay with the company even when there is new competition

Defining Quality Customer Service The quality of service given to customers. The ability to constantly satisfy the needs of a company’s internal (ex. Coworkers) and external customers (ex. Clients) Not just about satisfying customer alone, it is about delighting customers so that they will continue to do business with the company.

TOURISM CUSTOMER SERVICES Reasons Why Customers Leave 1% Die 3% Move 5% Seek alternatives or develop other relations 9% Begin doing business with the competition 14% are dissatisfied with the product 68% are upset with the treatment they received

Reasons behind Quality Customer Service Growth in service providers in today’s business Customer’s expect it It makes economic sense To the customer, you are the Company

BENEFITS OF Quality Customer Service Increased Sales Delighted Loyal Customers More Customers Through Repeat Business & Recommendations Great (Public) Image An Edge Over Competition

Zones of Customer’s Expectations

1: Zone of Indifference

(Unstated/Expected) Customer expects his basic needs and wants to be fulfilled. Respect and courtesy are good examples of these expectations.

Zone 2: Zone of Satisfaction

(Stated/Expected) Customer tells the company what he wants and what he expects to happen.

Six Elements in Quality Customer Service 1. Make a good (and lasting) impression 2. Show competence by listening to customers 3. Create personal relationships with your customers 4. Give customers more than what they expect 5. Resolve conflicts quickly 6. Thank people for their business and value their feedback

Communicate in the Workplace Learning Objective: After reading this information sheet, you should be able to: 1. Determine the proper way of communicating to people in the workplace; and 2. Follow telephone etiquette.

Introduction: Communication is of vital importance to efficient and happy workplaces in the tourism industry. Without good communication skills, customers could be left unsatisfied and work colleagues would frequently be at war with each other.

The tourism industry is so competitive that customers would go elsewhere to make their travel arrangements next time, and staff turnover would be extremely high. In short, poor communication skills costs tourism companies money that they cannot afford to lose, and will therefore not allow.

Therefore, one of the very first things students wanting a career in this industry should do is to ensure that they have good communication skills, hence the inclusion of this module in this course. Communication in the workplace can be formal or informal. Formal communication tends to be structured and delivered through channels like letters, memos, meetings

Informal communication does not need to be so structured. Today, email is a good example of informal communication; however, verbal conversations are also a common form. Verbal, also referred to as oral communication, relies heavily on non-verbal communication to support the spoken word.

HANDLING RESERVATIONS CALL STEPS AND PROCEDURES 1. Greet the caller and offer assistance. (Note: Smile, as if you are talking to your customer face to face. Remember, a smiling face brings out a smiling voice.) 2. Get necessary information and note down the necessary request in your notepad. (Be very cordial and friendly but do not overdo.) Jot down the following information:

• Name of guest • Address and contact number • The kind of business he/she wish to have with the hotel. • Other important information. 3. If the request is not available on the date mentioned, inform the guest but suggest other options. 4. If you are not aware of the query or you lack knowledge, refer the guest to the proper authorities. 5. Confirm all the details of information received from the caller.

6. Thank the caller. Note: Do not stay too long conversing with your guest in the telephone, 3 minutes is the most. Pointers in learning names of guests quickly: Listen carefully to the person’s name when it is pronounced. If you do not understand a name, ask the person to repeat it.

Write the name as it sounds if the pronunciation is difficult. Use the person’s name. Link the name to something so that you can remember it.

Self Check 5.4-1 Write TRUE statement is correct and FALSE if statement is incorrect and write your answer in the space provided for. _________1. Without good communication skills, customers could be left satisfied and work colleagues would frequently be at peace with each other. _________2. Formal communication tends to be structured and delivered through channels like letters, memos, meetings and company policies or procedures. _________3. In answering telephone calls, always greet the guest by saying “hello”. _________4. If you are not quite sure of the answer to information to the query, refer the caller to the proper authorities. _________5. Always thank the guest when terminating a call.

ANSWER KEY 5.4-1 1. FALSE 2.TRUE 3.FALSE 4.TRUE 5.TRUE

Title: HANDLING TELEPHONE CALLS Objective: Given the necessary cleaning materials, you should be able to handle telephone calls. Equipment: Simulation room, telephone, fax machine Supplies/Materials: pen, paper, forms

Steps/Procedure: 1. Greet the caller and offer assistance. (Note: Smile, as if you are talking to your customer face to face. Remember, a smiling face brings out a smiling voice.) 2. Get necessary information and note down the necessary request in your notepad. (Be very cordial and friendly but do not overdo.) Jot down the following information: • Name of guest • Address and contact number • The kind of business he/she wish to have with the hotel.

3. If the request is not available on the date mentioned, inform the guest but suggest other options. 4. If you are not aware of the query or you lack knowledge, refer the guest to the proper authorities. 5. Confirm all the details of information received from the caller. 6. Thank the caller.

UNDERSTANDING GUEST SERVICE

Learning Objective: after reading this information sheet, you must be able to: • Understand guest service. The reader must understand that the front office in a hotel is the first point of contact. The Front Desk Staff is in direct contact with the guest and can enhance or mar the first impressions on a guest of the property.

They must, therefore, have excellent customer skills. This means that people working in a hotel bring the difference in creating a positive guest experience. Most hotels of the same category are physically comparable to their competitors. Rooms, lobbies, coffee shops etc., look almost alike. But the people who work in them make guest experiences different.

It is better understood when one looks at the front office agent as the host and the customer as the guest. This throws the perspectives and attitudes at totally different level. At home we go that extra distance to welcome guests, give them unrivalled hospitality with food and drink, keep them safe and anticipate and attend to their every need.

Providing a guest experience is a cycle of events that starts with the front office agent acting as the host with her attitudes making sure that mindset and whether they meet the guest’s expectations, needs and perceptions resulting in a response.

COMPONENTS OF A GOOD SERVICE

Attitude What is an attitude? An attitude is the way one communicates mood to others, who respond accordingly. A happy host will get a happy response just as a sour person gets a negative response. Positive Attitudes • Being optimistic • Feeling good about oneself

• Feeling good about others • Feeling good about life • Seeing the best in others • Expecting good things to happen • Seeing the bright side of all situations • Being enthusiastic • Being creative and open • Anticipating successful encounters • Each customer is an exciting challenge

Negative Attitudes • I am bored • I do not have time • It won’t work • I cannot get organized • I’m too busy • I don’t know what to say • I am nervous • I cannot do it • I don’t stand a chance • I don’t have energy • Nobody likes me

• I am not good enough • Others are better than me • I cannot win • It’s not my day • I’m scared of customers Obviously, positive attitudes have a greater range of benefits. Benefits of Positive Attitudes • Creates enthusiasm • Enhances creativity

• Magnifies positivity • People like you • Boss likes to work with you • You become helpful • Makes others positive • Wins cooperation • You become popular

MY SERVICE A service is the total experience that a customer gets through people, when satisfying a need. Service touches all the senses of a discerning customer. Here are the different components of service: Sense of sight. Customers like to see a well-groomed person. The way the front desk is kept neat and orderly creates the service experience just as the decor of the lobby and the artifacts that adorn it.

Sense of smell.

A guest is influenced by how fresh a lobby smells. It gives him or her confidence of the hygiene standards of the establishment. The aroma of food in the dining industry is well known. Appetizing smells trigger hunger and want. The chef builds this into the total food preparation and presentation.

We have known coffee shops to crush coffee beans to give that fresh coffee aroma to the passers-by to attract them to the restaurant. Similarly, a guest evaluates you on how you smell. A light perfume or cologne conjures up images of hygiene and freshness.

Sense of hearing. There are things that should not be heard by the customer and things that should. A customer does not want to hear front desk staff fighting among themselves, back office discussion, rude language, slang, technical jargon, etc. What they like to hear is the courtesy shown by the front office agents, the use of their name, suggestions in case of doubt, low tone and words of etiquette like “Thank you”, “Please”, “May I help you”,

Sense of taste. Taste defines the customer’s ultimate experience. Chefs have gone to extents to provide the experience with innovative use of spices, cooking method and beverages. It is common to find wine enhancing the flavours of sauces and extracts of herbs to marinate meats. The taste of meat cooked in earthen ovens is different from those cooked on charcoal spits.

Tastes are the distinctive signature to a cuisine offered by an establishment. The chef’s skill provides the experience. Taste can be interpreted in another way as far as front desk staff is concerned- the taste of quality service! The investor has already built in taste in the aesthetics shown in the interior design and decor. Guest immediately recognizes the quality of the property by the appointments, furnishings, carpeting, etc., used in the physical product.

Sense of touch. The temperature levels in the lobby and in the guest room, the softness of the bed and bathroom linen, the fluffiness of the pillow are some examples that create the touch experience. Front Office staff can enhance the sense of touch by providing clean registration cards, clean room keys, baggage tags etc.

UNDERSTANDING CUSTOMER NEEDS AND WANTS We must first understand the difference between needs and wants. Needs are essential to human well-being. These could include those that are essential to human survival such as food, water, clothing and shelter at the basic level, to those that are essential for social survival.

Wants are the cultural manifestation of those needs. An American needs food just as an Indian. While an American may interpret this need by wanting hamburgers and fries, an Indian will demand rice and curry. An American interprets clothing in terms of a demand for jeans while the Indian the sari.

Abraham Maslow, a social scientist, brought the concept of needs most dramatically by proclaiming that: 1. All humans have needs. 2. These needs can be collated into five broad categories. 3. The categories have an ascending hierarchical order.

4. That one must be satisfied to move to the other. (Later scientists proved that all needs can co-exist together in varying levels of importance to every individual). This has been very clearly illustrated through the famous Maslow’s Need Hierarchy as shown below: The needs start from the bottom and we shall examine how they reflect in providing the perfect guest experience.

Physiological Needs. These are the basic needs for survival such as food, shelter, water, clothing, air and sex (for procreation of human species). The hotel and restaurant industry recognises basic needs and meets the need for food through by offering a spread of cuisines and shelter by providing a “home away from home” through its choice of rooms.

Restaurants provide guests with food, potable water and proper air circulation. To the employees the industry provides, free duty meals, uniforms, house rent allowance or staff accommodation and proper working conditions. The kitchens and laundry which are very humid and hot especially in hot climates are provided with proper exhausts and fresh air supply.

Security Need. the security need is both physical and emotional. The guests want to be sure that the property they are visiting is physically safe from anything that may endanger the body. They want to make sure that their rooms are safe to sleep in.

Hotels provide locks, fire warning systems, sprinkles, fire fighting equipment, latch chains, peepholes etc. to satisfy this need o1f physical safety. Guests want to be warned of the wet floors and the name of callers before responding to telephone. The same true of staff to announce themselves when they knock on a door or ring the door bell.

Guests need for emotional security comes in many ways. First is the need to be welcomed and recognized in an establishment. Guests want to make sure that there are people who will serve them and welcome them with warmth and sincerity. Staff must be hygienically clean and free from diseases. This they notice by the way staff groom themselves.

Guests want to make sure that the raw materials used in food preparation are fresh and that the cooking utensils are clean and sanitized. They also value their privacy as also being treated with courtesy and respect. The hospitality industry is concerned about this aspect for its employees too. They provide safe working conditions and give safety training, especially in the use of equipment and carrying heavy loads.

Emotional security is provided to the employees through orientation programs so that they feel secure quickly in the organization. Providing job descriptions and training helps the employee realize what is expected of them and hope that they can perform to the best of standards. Grievance procedures, suggestion systems, performance evaluation are all organizational processes meant to give employees emotional security.

Belonging. Human beings are social animals. They prosper and grow when interacting with others. Hotels and restaurants are great social spots to meet this need. The popularity of pubs and taverns called ‘locals’ since the early days in Europe till today was to serve this precise purpose. Local people met at these pubs to learn about new developments in their community and the world.

This has continued to date where people can meet for business or pleasure. Business entertainment has become part of the relationship building between business stakeholders. The hotels and restaurants have responded well. Employees are empowered with this need for belonging by giving them identity cards to identify them with the organization. Establishments provide social clubs where employees can meet for sport or social meetings.

Status and Self Esteem. While status is the way others perceive us, self-esteem is the way we perceive ourselves. Hotels and restaurants provide the perfect platform to satisfy varying status needs. This shows from the rating system from one to five-star. Each is distinguished by the pricing, level of service and food offer based on the customers need and want

Self Actualization. This is a state when human beings reach their potential and are able to control and contribute to the environment. The hotel industry has recognized this and has come with innovative methods to meet this need. Some restaurants permit guests to choose their raw materials and method of cooking.

In this case, the customer is in total control of the selection and preparation process. Hotels and restaurants also involve guests to help the establishments to respond to their needs. They invite guests to give their impressions of the total experience by filling guest comment forms. Guests now feel that they can contribute to the establishment’s prosperity.

SELF CHECK 5.5-1 Multiple Choices: Choose the best answer from among the four choices and write your answer in the space provided for. ______1. It is a cycle of events that starts with the front office agent acting as the host with her attitudes making sure that mindset and whether they meet the guest’s expectations, needs and perceptions resulting in a response. a. guest experience b. guest arrival c. guest departure d. guest stay _____2. It is the way we perceive ourselves. a. status b. self-esteem c. self actualization d. belonging

_____3. The hotel and restaurant industry recognizes basic needs and meets the need for food through by offering a spread of cuisines and shelter by providing a ______________ through its choice of rooms. a. good service b. needed training c. home away from home d. food service _____4. The temperature levels in the lobby and in the guest room, the softness of the bed and bathroom linen, the fluffiness of the pillow are some examples that create the a. unforgettable experience b. warm experience c. cold experience d. touch experience _____5. IT is the total experience that a customer gets through people, when satisfying a need. a. service b. customer service c. public service

ANSWER KEY 5.5-1 1. A 2. B 3. C 4. D 5. A

Title: Handling Customer Complaint Objective: Given the necessary cleaning materials, you should be able to handle telephone calls. Steps/Procedure: 1. Let the customer air his/her complaint.

2. Don’t let negative feelings cloud your judgment towards the customer. 3. Empathize with the customer. 4. Work actively to come up with a solution. 5. Agree in the solution. 6. Make sure that what you promised to do gets done.

ANSWER KEY: