Title: Describe how customer service affects customer choice.
Course: Hospitality, Tourism, and Recreation II (16999-II) > Section: Demonstrating Techniques for Guest and Customer Service

Description should include

- influence that public and professional reviews have on a business's reputation, due to meeting and exceeding or failing to meet customer service expectations
- benefits to employees who provide excellent customer service.

Process/Skill Questions:

Thinking

- Why is word-of-mouth one of the best forms of advertising?
- Why does a facility depend on return business by its customers?

Communication

- What influence can negative word-of-mouth have on a facility?
- Why are customers more likely to talk about negative experiences with a facility?

Leadership

- How can leaders encourage personalized customer service?
- How can managers make employees aware of the importance of good customer service?

Management

- What kind of training should employees have in dealing with customers in a positive manner?