HTH 102 Lecture Notes - Lecture 3: Situation Two, Customer Success, Product Differentiation

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Christopher Gibbs

Document Summary

Not all service transactions create an opportunity for an emotional bond with a customer. In customer service, it is an interaction between a customer and firm, that gives the customer an opportunity to form or change and impression about the firm. Whether it is a good or bad impression. What consumers see and seek: appealing, senses, values and emotions. Using the product and get to interact with it. How you participate/engage with the service or product. In banks: customers look for financial advice the most. Is the ability to monitor one"s own and other people"s emotions, to discriminate between different emotions and label them appropriately and to use emotional information to guide thinking and behaviours. Understanding others and need to know when you see a customer visually that they are upset about something. E. g. when a customer is yelling at you,you need to know how to manage the situation by controlling yourself.