Copyright

Improving Service in the Hospitality Industry Flashcards

Improving Service in the Hospitality Industry Flashcards
1/30 (missed) 0 0
Create Your Account To Continue Studying

As a member, you'll also get unlimited access to over 79,000 lessons in math, English, science, history, and more. Plus, get practice tests, quizzes, and personalized coaching to help you succeed.

Try it risk-free
Try it risk-free for 30 days. Cancel anytime
Already registered? Log in here for access
Dimensions of Service Quality: Assurance

This service quality dimension focuses on ensuring that customers believe you know what you're talking about or what you are doing.

Got it
Predicting Customer Needs

The skill displayed when you come up with some kind of product or service that does not yet have any consumer demand.

Got it
Training Benefits: Increasing Team Spirit

Training offers this benefit by making everyone feel like they are part of a cohesive whole and all working on the same page.

Got it
Training Benefits: Increasing Staff Value

Your employees benefit from training in this way because they sense your appreciation and also feel more capable.

Got it
Training Benefits: Staying Up-to-Date

Pursuing regular training offers you this benefit because you will be able to move with the times and successfully use new pieces of technology.

Got it
Training Benefits: Staying Competitive

Training benefits your company in this way because it allows you to keep ahead of competitors by implementing new knowledge or skills.

Got it
Training Benefits: Staying Consistent

This benefit of training means that your customers will always be treated the same way, which increases their happiness.

Got it
Training Benefits: Staying Compliant

Your company receives this benefit when they fulfill all legal regulations, allowing your business to continue to operate.

Got it
Handling Bad Service: Understand the Problem

This step to dealing with bad service experiences requires you to listen to the customer, ask questions, and display empathy.

Got it
Handling Bad Service: Resolve the Problem

Business complete this step to handling bad service by fixing the issue going forward and offering the customer some recompense.

Got it
Handling Bad Service: Fast Response Time

You take this step to fix a negative service experience when you contact the customer as quickly as you can.

Got it
Technology

These are advances in computers and other tools. Some of these, such as online reviews, have impacted the hospitality industry because they provide customers with a lot of information.

Got it
Customer Loyalty

This is demonstrated by consumers who are really satisfied with a business. They often return frequently and tell others about the business.

Got it
Mock Coaching

This form of group coaching occurs when managers set up situations or scenarios that allow employees to practice handling certain issues.

Got it
One-on-One Coaching

Managers engage in this kind of coaching when they speak directly with one employee, typically during work hours.

Got it
30 cards in set

Flashcard Content Overview

You can work with these flashcards to consider methods for handling poor customer service and coaching employees. These cards address the many benefits of employee training as well as how to predict the needs of customers. You'll be able to review the dimensions of service quality. Teams used in the hospitality industry are also covered, along with types of customer service.

Front
Back
One-on-One Coaching

Managers engage in this kind of coaching when they speak directly with one employee, typically during work hours.

Mock Coaching

This form of group coaching occurs when managers set up situations or scenarios that allow employees to practice handling certain issues.

Customer Loyalty

This is demonstrated by consumers who are really satisfied with a business. They often return frequently and tell others about the business.

Technology

These are advances in computers and other tools. Some of these, such as online reviews, have impacted the hospitality industry because they provide customers with a lot of information.

Handling Bad Service: Fast Response Time

You take this step to fix a negative service experience when you contact the customer as quickly as you can.

Handling Bad Service: Resolve the Problem

Business complete this step to handling bad service by fixing the issue going forward and offering the customer some recompense.

Handling Bad Service: Understand the Problem

This step to dealing with bad service experiences requires you to listen to the customer, ask questions, and display empathy.

Training Benefits: Staying Compliant

Your company receives this benefit when they fulfill all legal regulations, allowing your business to continue to operate.

Training Benefits: Staying Consistent

This benefit of training means that your customers will always be treated the same way, which increases their happiness.

Training Benefits: Staying Competitive

Training benefits your company in this way because it allows you to keep ahead of competitors by implementing new knowledge or skills.

Training Benefits: Staying Up-to-Date

Pursuing regular training offers you this benefit because you will be able to move with the times and successfully use new pieces of technology.

Training Benefits: Increasing Staff Value

Your employees benefit from training in this way because they sense your appreciation and also feel more capable.

Training Benefits: Increasing Team Spirit

Training offers this benefit by making everyone feel like they are part of a cohesive whole and all working on the same page.

Predicting Customer Needs

The skill displayed when you come up with some kind of product or service that does not yet have any consumer demand.

Dimensions of Service Quality: Assurance

This service quality dimension focuses on ensuring that customers believe you know what you're talking about or what you are doing.

Dimensions of Service Quality: Reliability

The dimension of service quality that is demonstrated by businesses that offer the same service on a consistent basis.

Dimensions of Service Quality: Empathy

Businesses demonstrate this service quality dimension when they show they can understand the feelings experienced by their customers.

Dimensions of Service Quality: Responsiveness

You have this dimension of service quality if you can respond to the needs of customers quickly.

Stating Policies

Doing this sets the expectations of customers by telling them what your rules are and what you expect them to do.

Under-Promise

You do this when you tell customers something that lowers their expectations for the final product or service.

Over-Deliver

Businesses do this when they provide a customer with a service or good that exceeds what the customer anticipated.

Work Team

In the hospitality industry, this group fulfills the creative function and works on improving company services.

Action Team

This group in a hospitality industry business works on getting things done and ensuring tasks are finished.

Leadership Team

This group provides guidance for other employees in the hospitality industry.

Management Team

You are a part of this team in the hospitality industry if you are a senior leader in your business.

Customer Satisfaction

You can look at this to see how effectively you're fulfilling your customer's expectations and meeting their needs.

Personalization

You demonstrate this facet of customer service when you treat customers like people, often by addressing them by name.

Call Center

Businesses with this kind of customer service have a department to take customer calls and attempt to aid the customers.

Customer Service Station

Your business uses this kind of customer service if they set up an area that customers can visit to ask question or get help.

Technical Customer Service

This kind of customer service is offered by individuals who repair broken products.

To unlock this flashcard set you must be a Study.com Member.
Create your account

Unlock Your Education

See for yourself why 30 million people use Study.com

Become a Study.com member and start learning now.
Become a Member

Already a member? Log In

Support