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Lecture

HOST1033 Lecture Notes - Information Age, Psychographic, Customer Satisfaction

6 pages44 viewsWinter 2013

Department
Hospitality
Course Code
HOST1033
Professor
Jeannine Pharand- Theyer

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1. Customer service: Anything we do for the customer that enhances the
customer experience.
Ultimate Goal = Customer Satisfaction
Customer Satisfaction: The customer’s overall feeling of contentment with
a customer interaction.
Satisfaction may develop quickly or over a period of time
Customer satisfaction is subjective and varies amongst different people.
2. What is/are the difference(s) between customer expectations and
perceptions?
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Customer Expectations: Our personal vision of the result that will come from
our experience.
Customer Perceptions: The way we see something based on our experience.
3. List examples of customer service.
Free car wash with fill-up
Calling the customer by name
Easy return policy
Updated map of the area or GPS in rental cars
A doctor calling you back to see how you are feeling after a professional
visit
On-time delivery
Courtesy
Enthusiasm
Showing the customer that you care
Excellent follow-up
Empathy in handling customer complaints and questions
Well-explained instructions
Illustrations of encouragement
Suggesting a less expensive option
Package carry-out
4. Why Is Excellent Customer Service so Rare?
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