TOUR1000 Lecture Notes - Lecture 6: Employee Retention, Seven Deadly Sins, Customer Service Training

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4 Jun 2018
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Lecture WK6/7/8: The Moment of Truth
The Moment of Truth:
Guest enocunters with the organisation
Any interaction with a customer is a possible MOT
MOTs occur:
~ people-to-people
~ people-to-system
~ System-to-people
~ system-to-system
~ people-to-product
Examples in a restaurant
~ Guest calls for reservation
~ Guest tries to find restaurant
~ Guest parks the car
~ Guest is welcomed by host
~ Guest is told the table is not ready
~ Guest goes to the bar and wait
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Customer Service:
…the pratie of delivering produts and servies to oth internal and external
customers via the efforts of employees or through the provision of an appropriate
serviesape.
Service culture
Interaction between employees and customers
Physical infrastructure
Customer Service perception gap:
"the customer is always right"
Companies wrongly believe they are providing service excellence
Organisations don't understand the significance of customer service
Companies don't know how to deliver consistent, high quality customer service on an
ongoing basis
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