Week 2 - Welcoming the Customer

Question 1

How can we make people feel welcome?

Answer 1

Don’t merely make people feel tolerated, accepted or permitted. Instead, make them feel welcomed, wished for, and expected.

Question 2

How can we create an attractive environment that will attract customers and talent?

Answer 2

Concentrate not so much on giving people service, but rather in WELCOMING them. This is a welcoming mindset, which automatically turns you into a HOST.

Question 3

What are some characteristics of a welcoming mindset?

Answer 3

• Openness
• Curiosity
• Non-judgment
• Humility
• Sensibility
• Respect
• Presence
• Dialogue

Question 4

What are some other ways of making people feel welcome?

Answer 4

• Welcome ourselves just as we welcome others. Be accepting and authentic to ourselves as human beings
• The talent working for you must also feel welcome and wished for - like true colleagues

Question 5

What does the customer want?

Answer 5

VALUE - A quality product and reliable timely service at a reasonable price.

Question 6

What is the definition of CUSTOMER SERVICE?

Answer 6

• Appealing to the personal needs of an individual who is looking for value.

Question 7

What does QUALITY CUSTOMER SERVICE do?

Answer 7

It adds value to a product and helps build the relationship between the customer and the service provider.

Question 8

What is the definition of a CUSTOMER SERVICE REPRESENTATIVE?

Answer 8

The front-line service provider who deals with the customers on a dat-to-day basis.

Question 9

Define CUSTOMIZED SERVICE.

Answer 9

The ways that a company, through modern technology, personalizes the way customers are served, based upon personal appeals, needs and preferences.

Question 10

Define CUSTOMER PROFILE.

Answer 10

A record containing historical data, records of customer requests, needs and preferences, which reveals the types of service/products the customer needs/wants.

Question 11

Describe the SERVICE CULTURE

Answer 11

1. Focuses on serving and satisfying the customer.
2. Starts with top management and flows down.
3. Teaches employees to own customer requests, which means seeing the request through to a positive conclusion, usually through personalized follow up
4. The outcome is employees who provide outstanding service to customers.

Question 12

What are the main ways of impacting the guest experience?

Answer 12

Through the 5 senses:

• Smell
• Touch
• Taste
• Hearing
• Sight

Question 13

What are the 4 unique characteristics of SERVICES?

Answer 13

1. Intangibility
2. Inseparability
3. Heterogeneity
4. Perishability

Question 14

Define INTANGIBILITY as it relates to services.

Answer 14

Service products are not physical. They cannot be observed by any of the 5 senses.

Question 15

Define INSEPARABILITY as it relates to services.

Answer 15

It is impossible to separate the source or supply of a service from its consumption. Dining in a restaurant is a service. The food may be fantastic, but if the waiter has a poor attitude, the entire experience can be negative impacted.

Question 16

Define HETEROGENEITY as it relates to services.

Answer 16

Service quality depends on who delivers the service and even when they deliver it. Different people can deliver different levels of service. The same person can deliver differing levels of servicce as the day wears on. Its important to remember that lack of consistency is a major factor in customer dissatisfaction.

Question 17

Define PERISHABILITY as it relates to services.

Answer 17

Services cannot be stored for later consumption. You cannot sell empty seats on a flight, the day after the flight. It is lost revenue.

Question 18

What are 2 keys to business survival and success?

Answer 18

1. Happy customers

2. Satisfied customers

Question 19

Why is how customers perceive your operation important?

Answer 19

1. It may encourage them to come back as it is often easier and less expensive to generate repeat business than attract new customers.
2. They may tell others about their experience, and word of mouth is one of the most effective marketing tools

Question 20

What is the scope of customer service?

Answer 20

• It begins before a customer arrives and ends long after a customer leaves.
• It may start with a phone call or visit to your company website to do research
• Good customer service often includes follow up communication to evaluate customer satisfaction.

Question 21

What are some ways of creating good impressions?

Answer 21

1. Make locating your company easy.
2. Consider having a “Welcome” sign at the entrance and a “Thank you, please come back again soon” sign at the exit.
3. Treat visitors as welcomed guests
4. Train employees regarding quality customer service
5. Be courteous and polite. Treat each customer as a VIP.
6. Listen to customers. Address them by name whenever possible.
7. Be available to answer questions and requests
8. Keep things orderly and clean.
9. Ask customers for feedback.