ProStart - Customer-Centric Service
Studied by 0 people
Call Kai
Learn
Practice Test
Spaced Repetition
Match
Flashcards
Knowt Play1/12
There's no tags or description
Looks like no tags are added yet.
Name | Mastery | Learn | Test | Matching | Spaced | Call with Kai |
|---|
No analytics yet
Send a link to your students to track their progress
13 Terms
Moments of truth
Guests encounter any aspect of the business and gets an impression of the service; First impression.
Moments of truth examples
Billboards
Reviews
Word of mouth
Physical attraction
Salutations
Cleanliness
Atmosphere
Benefits
Customer loyalty
Word of mouth advertisement
Customer feedback
Types of customers
Internal and external
Internal customers
Organization staff
Managers
Supervisors
Employees
External customers
Guests
Vendors
Characteristics
Friendly
Attentive
Professional
Quick
Responsive
Courteous
Establishment Challenges
Intangibility
Consistency
Inseparability
Capacity
Intangibility
Uncontrollable situations
Consistency
Consistent service everytime
Inseparability
One bad experience can ruin everything
Capacity
Staffing and rush hours
Guest Challenges
Families with small children
Communication barriers
Elderly
Disabilities
Dietary restrictions
Note 
Flashcards (355)