HOST1033 Lecture Notes - Lecture 1: Fax, Relationship Marketing, Livingsocial
Document Summary
Delivering excellence in guest service host 1033. Satisfying all guest needs and making them feel special or well taken care of. Making sure your customer is well served & making sure to be the first to offer anything they may need without having them ask for it. Ability to satisfy guest wants, needs or desires before the guest has the opportunity to request anticipate. Anything we do for the customer that enhances the customer experience. The customer"s overall feeling of contentment with a customer interaction. Satisfaction may develop quickly or over a period of time. If you have high expectations, but the perceived result is less than you expected = lower satisfaction. I (er) would challenge that you want to prevent customer __________! You don"t want to prevent complaints you want to minimize dissatisfied customers! The way we see something based on our experience. Updated map of the area or gps in rental cars.
