Description should include the characteristics and effects of good vs. poor customer service and the role of factors such as
- business policies and procedures
- financial considerations
- customer service training
- physical restrictions.
Process/Skill Questions:
- What is the importance of adhering to company policies and treating all customers and vendors fairly?
- How can poor customer service affect the profitability of a travel-related business?
- What are the characteristics of an effective customer service training program?
- What are procedures to ensure effective customer service for guests with disabilities?
- How should one respond to difficult guests?
- What is the most common reason customers do not return to a business?
- What is the cost of a quality customer service training program within a company vs. the cost of providing no training?