Service Specifics
- What are services?
- Specific characteristics of services
- Employees as a source of competitive advantage in a service company
Expected Guest Satisfaction Model
- Positive confirmation
- Simple confirmation
- Negative confirmation
Guest Reactions to Dissatisfaction
Factors influencing complaints
Achieving maximum guest satisfaction
How to determine if a guest is satisfied?
Guest interactions
What makes a service “good”?
What is a complaint? Resolving complaints
- If the complaint is justified
- If the complaint is not justified
How to Minimize Complaints?
Retaining existing guests vs. acquiring new ones
How to keep a guest loyal?
Ensuring satisfaction with service usage
Methods
- On-camera training
- Simulations of various sales situations
- Interpretation of recordings
- Providing feedback
- Exercises