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13 Cards in this Set
- Front
- Back
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Consistent Quality Service |
Consistency determines how often you show and offer the desirable service qualities to your clients. Service consistency is an expectation of all customers at all times; they want peace of mind and no unpleasant surprises. |
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Customer |
A party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers. |
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Customer Satisfaction |
The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers. |
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Customer Service |
All interactions between a customer and a product provider at the time of sale, and thereafter. |
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Customer Service Encounter |
The period of time that a customer interacts with a service. |
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Customer-Focused Employee |
An employees primary goal is meeting the needs of customers. |
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Critical Moment |
A critical moment is a |
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Guest |
Accommodation customer hiring or occupying a room. |
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Publicity |
Type of promotion that relies on public relations effect of a news story carried usually free by mass media. The main objective of publicity is not sales promotion, but creation of an image through editorial or 'independent source' commentary. |
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Quality Service |
A comparison of expectations with performance. |
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Service |
A valuable action, deed, or effort performed to satisfy a need or to fulfill a demand. |
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Service Encounter |
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. |
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Word of Mouth |
Personal communication about a product or service from one customer to another. |
