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15 Cards in this Set
- Front
- Back
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levels of expectations: primary vs. secondary
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primary: customer's most basic requirements of interaction
secondary: expectations based on our previous experiences that are enhancements to our primary expectations |
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expectations: confirmation vs disconfirmation
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confirmation: met expectation
dis-confirmation: positive: exceeded expectations negative: did not meet expectations |
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satisfaction
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expectation is a prediction about WHAT will happen
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service quality
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expectations is what the CUSTOMER desires, wants, or thinks should happen
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scope of influence
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a lot due to technology
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reputation management
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how company is perceived
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good reputation
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ethical and honest, responsive to guests, excellent top management, is able to adapt to changes in the industry
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techniques for exceeding customers' expectations
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become familiar with your guests, ask the customers about their expectations, tell your customers what they can expect, live up to expectations
consistent |
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credibility
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combo of our current knowledge, reputation, and professionalism
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tips on cultivating credibility
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practice consistency
keep your word treat internal/external guests with same high level of respect |
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Values
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combo of our beliefs, perceptions, and ideas
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ethics
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set of principles that govern the conduct of an individual or group
"what would your mom say" |
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ethics checklist
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is it legal? is it fair? is it win-win? how do i feel about it? how would the public think about it
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issues of customer service
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hard to measure, customers have high expectations
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New Trends in guest service
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usually guest sees employees once when they check in
immediacy of response |
