Final Study Guide II
Hospitality Management 105 with Rudd at Michigan State University
About this deck
By: Cara Easterbrook
Textbook:
180 Ways To Walk The Customer Service Talk
Raving Fans: A Revolutionary Approach To Customer Service
Created: 2009-04-22
Size: 15 flashcards
Views: 61
Textbook:
180 Ways To Walk The Customer Service Talk Raving Fans: A Revolutionary Approach To Customer ServiceCreated: 2009-04-22
Size: 15 flashcards
Views: 61
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How will strengthening relationships with internal customers provide service advantages to your external customers
Lift morale so customers will be treated better
Employees are empowered and feel that they can solve the problems themselves
What are examples to reward employees for their contributions to quality improvements
- Formal rewards and recognition
- Stress team success
- Rewards besides money are more valuable
Why might you ask your customers if your training program is effective?
They realize that they see the end result of the training program, the company's quality and service delivery.
Page 89
What are the three ways to dealing with company policies that inhibit customer satisfaction?
- Delete them
- Alter them
- Empower your employees to waive them whenever appropriate
Why must businesses invest in the development of their employees?
To decrease turnover
What is the first level of satisfaction in Loyalty Groups?
Apostles: loyal and recommend to others
What is the second level of satisfaction in Loyalty Groups?
Mercenaries: highly satisfied but may switch to somewhere with a lower price
What is the third level of satisfaction in Loyalty Groups?
Hostages: highly dissatisfied but have no other alternatives
What is the fourth level of satisfaction in Loyalty Groups?
Terrorists: have alternatives and use them and utilize every opportunity to convert others by expressing their dissatisfaction with their previous service supplier
In relation to the four levels of satisfaction in Loyalty groups, what matters the most?
Two answers
- Neutralize the terrorist
- Preserving and Creating apostles
Yes
No
Black
White
Dog
Cat
Big
small
tall
short
About this deck
By: Cara Easterbrook
Textbook: 180 Ways To Walk The Customer Service Talk
Raving Fans: A Revolutionary Approach To Customer Service
Created: 2009-04-22
Size: 15 flashcards
Views: 61
Textbook:
180 Ways To Walk The Customer Service Talk Raving Fans: A Revolutionary Approach To Customer ServiceCreated: 2009-04-22
Size: 15 flashcards
Views: 61
About StudyBlue
STUDYBLUE makes things that make you better at school.
Things like online flashcards with photos and audio.
Things like personalized quizzes and friendly reminders about when (and what) to study next.
Think of it as a digital backpack™: access to all of your study materials online and on your phone.
STUDYBLUE exists to make studying efficient and effective for every student, for free. Join us.
“I have been getting MUCH better grades on all my tests for school. Flash cards, notes, and quizzes are great on here. Thanks!”
Kathy
Kathy