PowerPoint - The Importance of Customer Service

PowerPoint - The Importance of Customer Service

The Importance of Customer Service Skills Principles of Hospitality and Tourism Copyright Copyright Texas Education Agency, 2014. These Materials are copyrighted and trademarked as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions: 1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts and schools educational use without obtaining permission from TEA. 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA. 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way. 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged.

Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty. For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: [email protected] 2 Copyright Texas Education Agency, 2014. All rights reserved. There is only one boss. Customer Service The customer.

The total customer experience with that business And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. -Sam Walton 3 Copyright Texas Education Agency, 2014. All rights reserved. Guest Needs Abraham Maslow

4 Copyright Texas Education Agency, 2014. All rights reserved. Maslows Hierarchy of Needs in Hospitality The needs of the lower level of the pyramid must be met before the next higher need on the pyramid can be met Source: Maslow, A. H. (1971). The farther reaches of human Nature. New York: Viking Press. 5 Copyright Texas Education Agency, 2014. All rights reserved.

Basic Needs The high-level needs are more complex but are as important for human development Source: Maslow, A. H. (1971). The farther reaches of human Nature. New York: Viking Press. 6 Copyright Texas Education Agency, 2014. All rights reserved. Quality Service 7 Copyright Texas Education Agency, 2014. All rights reserved.

Hospitality Employees Employees who are focused on guest needs have these characteristics: Address guests by name Are well-groomed Have good posture Make eye contact

Respond quickly to requests Smile 8 Copyright Texas Education Agency, 2014. All rights reserved. Guests Name Use the guests name whenever possible Guests feel important and welcome

Are more likely to return 9 Copyright Texas Education Agency, 2014. All rights reserved. Well-groomed Image is important Employees seen by the public should have:

A clean uniform A good appearance Good grooming 10 Copyright Texas Education Agency, 2014. All rights reserved. Eye Contact A powerful act of communication

Indicates a willingness to serve Shows interest 11 Copyright Texas Education Agency, 2014. All rights reserved. Posture Should be relaxed, but alert

Head up Face should look interested Project a positive attitude 12 Copyright Texas Education Agency, 2014. All rights reserved. Respond quickly

Attitude should be positive Demonstrate willingness to help Response should be competent Show concern

13 Copyright Texas Education Agency, 2014. All rights reserved. Smile Demonstrates: An eagerness to help Care and warmth Friendliness Respect

Also shows you enjoy your job! 14 Copyright Texas Education Agency, 2014. All rights reserved. Day in the Life of a Guest Services Manager Disney Cruise Line Jobs (click on image) 15 Copyright Texas Education Agency, 2014. All rights reserved.

Questions? Copyright Copyright Texas Texas Education Education Agency, Agency, 2014. 2014. All All rights rights reserved. reserved. 16 References and Resources

Book: Remarkable service: a guide to winning and keeping customers for servers, managers and restaurant owners. (2009). Hoboken, NJ: John Wiley & Sons. Images: Microsoft Office Clip Art: Used with permission from Microsoft Textbooks: Hospitality services reference book. (2001). The Curriculum Center for Family and Consumer Sciences. Lubbock, TX. Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Wilcox Company. YouTube video: Beauty and the Beast - Be Our Guest Be Our Guest song from Beauty and the Beast http://youtu.be/afzmwAKUppU Copyright Copyright

Texas Texas Education Education Agency, Agency, 2014. 2014. All All rights rights reserved. reserved. 17

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