4.01 Customer Service In Hospitality And Tourism

Front 1

Consistent Quality Service

Back 1

The key to repeat business is consistency in both what you offer and how you deliver it. Customers will be loyal and return again and again when they have confidence in your products and services. They will come back when they trust they will have a consistent experience each and every time they patronize your business. The strength of customer loyalty is in direct proportion to the confidence they feel regarding how well you will consistently deliver on your service promise.

Front 2

Critical Moment

Back 2

A critical moment is a
time when the customer’s experience makes a
bigger impact on customer satisfaction than at
other times.

Front 3

Customer

Back 3

a person or organization that buys goods or services from a store or business.

Front 4

Customer Satisfaction

Back 4

A term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation

Front 5

Customer Service

Back 5

the assistance and advice provided by a company to those people who buy or use its products or services.

Front 6

Customer Service Encounter

Back 6

includes a
customer’s interaction with customer-contact employees, machines, automated systems,
physical facilities, and any other service provider visible elements.

Front 7

Customer-Focused Employee

Back 7

a view on business that puts customers at the center of business decisions.

Front 8

Guest

Back 8

a person who is invited to visit the home of or take part in a function organized by another.

Front 9

Publicity

Back 9

the giving out of information about a product, person, or company for advertising or promotional purposes.

Front 10

Quality Service

Back 10

An assessment of how well a delivered service conforms to the client's expectations. Service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems, and to better assess client satisfaction.

Front 11

Service

Back 11

the action of helping or doing work for someone.

Front 12

Service Encounter

Back 12

Service encounters are transactional interactions in which one person (e.g., a vendor, office clerk, travel agent) provides a service or good (e.g., a product, an appointment, airline tickets) to another person. A service encounter is a period of time during which customer interact directly with a service.

Front 13

Word Of Mouth

Back 13

An unpaid form of promotion in which satisfied customers tell other people how much they like a business, product or service