4.01 Hospitality and Tourism - Middleton

Consistent Quality Service

Providing the same good service and products to customers each and every time they come to a business

Critical Moment

time when the customer's experience makes a bigger impact on customer satisfaction than at other times

Customer

Someone who purchases products or services from a business

Customer Satisfaction

The positive feeling customers have about a business that meets their needs

Customer Service Encounter

Interaction between a customer and a staff member

Customer-Focused Employee

Employee who can anticipate customer needs

Guest

Customer who purchases products or service from a hospitality business

Publicity

Information that appears in the media about a compony or product

Quality Service

Service that meets or exceeds customer expectations

Service

Activity that is done for another person

Service Encounter

Interaction between a customer and a staff member

Word Of Mouth

Informal conversation people have about their experience with a business

customer service

Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction