Customer Service
in a hospitality business, the total customer experience with that business
Customer Service
What does someone who works in the Back-Of-House do?
Kitchen, stocking, cleaning
Name two of the needs on Maslow's Hierarchy
Safety, Esteem, Self-Actualization, Belonging, Physiological
a small retail store that is typically open long hours for consumer convenience
convenience store
Someone who owns shares of stock in a corporation
Stockholders
service that meets the needs or exceeds customer expectations
Quality Service
What does someone who works in the Front-Of-House typically do?
Greets, hosts, serves, and works with customers
Store-based retailers that use the five senses (sight, touch, taste, small, and hearing) to enhance the shopping experience
Traditional retailers
highly specialized stores that cater to consumers seeking unique items and a high level of customer service
Boutiques
a business owned by one person.
Sole Proprietorship
the informal conversation people have about their experience with a business
Word-of-mouth publicity
Someone who handles monetary transactions for a business
Cashier
What are the two examples of excellent customer service?
Smiling, asking if you need assistance, listening to customer concerns, etc.
very small structures with one or more open sides to display and sell a limited number of goods
Kiosks
the relationship between two or more people who join a business
Partnership
the positive feeling customers have about a business that meets their needs
Customer Satisfaction
Someone who completes inventory and organizes back-of-house
Stock Room Employee
stores that have a physical location to display and sell merchandise and services
Brick-and-mortar
large, specialty discount stores that can guy products at lower prices because of their size and many locations
Big Box Stores
a business that is recognized as a separate legal entity from its owners
Corporation
the basic building blocks of quality service -- occur before, during, and after a customer’s visit
Service encounter
Someone who handles customer complaints after escalation from an initial employee
Manager
What is an example of a critical moment in customer service?
Phone Calls
Building Entrances
The Greeter
The Wait
The Table or Hotel Room
The Bussers and Servers
The Manager
The Arrival of Food
The Restroom
The Check or Bill
The Goodbye
a business that provides services for a price
service retailer
A form of business ownership that limits the personal liability of owners and can provide tax benefits
Limited Liability Company [LLC]