culminating project assessment for certification
DESCRIPTION
Culminating Project Assessment for Certification . (CPAC) For Delivering GREAT customer service. Research. Yelp Feedback Sites Site visit Interview . Site Visit. Positive Friendly Brought out food. Negative Unprofessional Unclean . Analysis of interview. Language Barriers. - PowerPoint PPT PresentationTRANSCRIPT
Culminating Project Assessment for Certification
(CPAC)For Delivering GREAT
customer service
Research
• Yelp
– Feedback Sites
• Site visit
• Interview
Site Visit
Positive• Friendly• Brought out food
Negative• Unprofessional• Unclean
Analysis of interview
There are Customer Service
complications
Language Barriers
Time-Management
External Stress
Customer Mood
External Distractions
Understanding OrdersHearing Other
Customers
Analysis of research findings
Two Consistent Complaints
Wait time
Wrong Order
Site Issues
Unclean Surfaces
Immodesty of Employees
Interview
Stress only a minor Issue
Language Barrier Issues
Effective ways to communicate
Three I’s of eye contactListen and stay focusedRepeating customer needsAssertivePositive and energetic
Recommendations
• Create, Implement, and Maintain
Dress Code
• Improve Job Specification: create
distinction
• Require check off for constant
cleaning detail
• Train Employees on Service
Techniques
Good customer service
• Welcoming• Engaged • Enthusiastic• Aware• Personal
Psychology and customer service
Four phases of service
Greeting
Pre-Service
Service
Post Service
Comparison
Lodging Industry
Shared Concepts
Cruise Industry
Only need to satisfy the housing needs of customersPost service is more effective Less intensive service
Customers have a greater quantity of needsDifferent complications are more common i.e. sea sicknessMore intensive service
Interactive greeting processPre-service is very important High expectation/little room for error
Culminating review • Research– Site Visit
– Interview
– Internet
• Recommendations• Good Customer
Service
• Psychological Aspects of Service
• Four Phases of Good Customer Service
• Industry Comparison