ProStart - Customer-Centric Service

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

1. Friendly

2. Attentive

3. Professional

4. Quick

5. Responsive

6. Courteous

Establishment Challenges

1. Intangibility

2. Consistency

3. Inseparability

4. 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