HOST1033 Lecture 5: Professional Guest Service Week 5,6,7.docx

• School: George Brown College
• Department: Hospitality
• Course: HOST1033
• Professor: Jeannine Pharand- Theyer

Document Summary

Empowerment: to enable or permit customer service providers to make a range of decisions to assist their customers. All businesses that deal with customers should have an official mission and purpose statement. Mission: the means by which the organization will fulfill its purpose. Empowerment frees the time of supervisors who may otherwise be less productive because they have to deal with issues that could be handled more quickly by the customer service providers. Steps to empowering customer service providers: paint a picture of what you hope to accomplish, allow workers to own their empowerment choices, reward and recognize positive examples and results of empowerment, commit for the long haul. Coproduction: when customers participate in providing at least a part of their own customer service. Self-sufficiency: customers using systems in place to meet their own service needs at a level that results in satisfaction. Free beverage refills that you get yourself.