Customer Service
What is active listening?
Using techniques to show you are listening to someone carefully
Define Laissez-faire Management Style
Trusts that their team will make the right decision and is laid back
What is inspirational leadership style?
Makes meaningful connections with staff and drives productivity by demonstrating qualities that staff choose to follow
Define Customer
A person who comes in to a place to buy or receive a product or service
Name the 5 functions of a manager
Planning, Organizing, Staffing, Directing & Controlling
Tell me one example of poor customer service
Walking away without any resolution, yelling in someone's face, ignoring someone, etc.
What is a Bureaucratic Manager?
Someone who always follows the rules because they see there is a bigger picture
What is a visionary leader?
A leader who sees the potential for how things should be and then takes steps to get them there
How a customer perceives their time at an establishment
What does planning meaning in the 5 functions
A manager setting a goal and begin planning the course of action
What is empathy?
The ability to understand how someone feels
Describe Democratic Management Style & when its best to use it
A manager who takes input from their staff often used to improve employee engagement or morale
Define Coaching Leadership Style
A leader who helps to develop employees by working on identifying weaknesses and improving skill sets
Define Customer Loyalty Program
A program set up by a company that rewards customers for coming back
What is organizing in the 5 functions of a manager mean?
Being able to identify what tasks are needed to be completed in order to reach the goal
List three ways you can resolve conflict
Apologize, use the correct tone and show empathy
What is Autocratic Management Style and when is it appropriate to use?
Has control over decisions and does not ask or accept input from staff. Often used when there is a crisis or big change within the company
Define Assertive Leadership
Let's employees know what is expected of them, where they stand and what behaviors need to be fixed
Define Effective Communication
The ability to communicate what you need to say to someone in a professional way
The ability to attract, recruit, and attain staff in order to have the ability to put the right staff in the right place to achieve the goal
The ability to create a feeling rather than just provide a service. Hospitality is the spirit and customer service is the skill.
What are the three things that managers have to manage in order to be an effective manager
Managing Task
Managing People
Managing Conflict
Define Passive leadership
Avoids action until mistakes or problems can no longer be ignored
What is emotional intelligence?
The ability to show active listening, show empathy, be compassionate, adaptable and don’t let personal beliefs interfere with business
Describe Directing and Controlling for the 5 functions of management
Directing- ability to guide the staff to do what needs to be completed in a positive way in order to achieve the goal
Controlling- the ability to measure the process or plan throughout in order to ensure the goal will be reached