Customer Service in the Hospitality Industry
Brandie Pino
Le Cordon Bleu
July 14, 2013
Instructor Ruth Smith
Customer Service in the Hospitality Industry Many people experience customer service within the hospitality industry daily. People will encounter both negative and positive experiences while dining out with family and friends, or on a business trip staying at a hotel. When pursuing a career in the hospitality industry, it is up to us to take every negative experience that we encounter and learn from it. We can then take the positive experiences and build upon them, thus becoming creative and innovative. The most positive customer service experience that I have experienced was recently at Red Lobster in Denver, Colorado. My mother and I were greeted with a warm friendly smile and escorted to our seats. Our drinks were brought out immediately along with our appetizers. We witnessed a man choking on his food, when this happened the servers quickly helped the man clean up his mess and even got him a new plate of food. What I liked the most was that the manager of the restaurant wanted to make sure that the man was okay and that he was enjoying his meal once again. I was very pleased with this dining experience because the customer service was exceptional. I have been experiencing some very poor customer service at a local Denny’s. First off I was not seated properly, the waitress got my order wrong and did nothing to fix it, and my steak was bleeding throughout my plate of corn and what was supposed to be my mashed potatoes and gravy. The worst part of this negative experience was when the server brought out her food and right in front of me she began scarfing her pancakes down her throat. When it was time to pay for the meal I refused to pay the bill. It was disgusting and not what I ordered! Then I found out that the server added things to my bill that was not supposed to be. This was the most negative experience that I have ever encountered. One business technique that can turn the negative experience into a positive experience is to empathize. I have been in several encounters with guest who are angry and the best way that I have found to diffuse the
THIRTEEN CUSTOMER SERVICE FACTS BY: Michael A. Aun, CSP, CPAE Speaker Hall of Fame Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf Thirteen Customer Service Facts. Fact Number One Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only…
Customer Service What is customer service? Customer service is the service provided to customers before, during and after purchasing and using goods and services. Handling a crisis Keep calm and do not get angry Do not make any rash decisions If the problem cannot be solved by you, ask someone else instead of giving the customer wrong information How to solve a problem Keep calm Remember your training If that does not work try to remember if you had any past experiences that were similar…
January 15, 2013 English 1102 I have been working as a customer service representative at for the past four years. I have had a great experience working with diverse, well-mannered and intellectual customers; but occasionally there are some people that tend to be rude, disrespectful and despondent which sometimes makes it hard to do my job correctly. Working as a customer service representative for such a long time has taught me many life lessons. It has taught me that life is about learning…
Customer Service I thought this simulation was actually really hard to get the desirable outcome. At the beginning I don’t know if I really would have the outgoing personality to tell the customer who was giving the clerk a hard time that she is just doing her job and basically to leave. I personally would have most likely just bit my tongue and waited. The clerk seemed to be pretty set in her ways and was rude. It was good though because it made you think of how to figure out a solution…
Customer service Customer service should always be one of the biggest priorities of any establishment. In a world now dominated by social media, one bad review can easily be shown to thousands of people. On occasions, no matter how well a guest is looked after, it takes just one bad experience and they will spread the word far and wide. This is known as the pyramid effect. I'm sure many of you have been to an establishment before and had bad service and you've properly told many people over…
in section 1 I have been asked to study the importance of customer service within a variety of business contexts. I will need to gain an understanding of the wide variety of customers that a business has, and to consider each of their different needs and their expectations. In section 2 of this piece of coursework, I have been asked to gain knowledge on what effective customer service is. I will need to understand what customer service includes, studying the appearance and reliability of staff…
The Customer Is Always Right The customers are responsible for the company’s reason for existing. Good customer service is all about bringing customers back to the business. The business should ensure that they provide a nice, friendly, and professional service to the customer. The essence of good customer service is forming a relationship with the customers by being responsive and outgoing. Easy ways to achieve great customer service is having thorough knowledge of the products you’re selling…
Waiting Times Influence Our Dinning Experience Customer Service has decreased in the last decade. Many factors influence customer satisfaction. In the restaurant business, waiting time is an important factor. Short waiting times result in high customer satisfaction. On the other hand, when a restaurant lets customers wait a long time before they get the service, customers will be dissatisfied. For example, in some restaurants, when customers arrive, at the beginning, the host will ask them to…
Customer service is the heart of any and every business. Without good customer service a company will lose customers and spend more to gain new ones. The cost to provide outstanding customer service far outweighs the cost to replace a customer. I chose to do my customer service study on a local Target store. I have frequented this store many times and have been more content with Target than their competitors. I find several things about Target to be positive experiences. The store is always clean…
