Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
H&T-Unit 3
Vocabulary Unit 3
| Term | Definition |
|---|---|
| Service | an activity that is done for another person |
| Customer Service | total customer experience with a business |
| Customer | someone who purchases products or services from a business, also called a guest |
| Guest | someone who purchases products or services from a business, also called a customer |
| Empathy | ability to put yourself in someone else’s shoes and know how that person feels |
| Customer Satisfaction | positive feeling customers have about a business that meets their needs |
| Quality Service | service that meets or exceeds customer expectations |
| Consistent Quality Service | providing the same good service and products to customers each and every time they come to a business |
| Service Encounter | an interaction between a customer and a staff member |
| Front-of-the-House | the area in a hospitality business that guests usually see |
| Back-of-the-House | the area in a hospitality business that guests usually don’t see, also called heart-of-the-house |
| Front-of-the-House Employees | employees whose main function is to interact with customers |
| Back-of-the-House Employees | employees whose work rarely involves interacting with customers |
| Customer-Focused Employee | employee who can anticipate customer needs |
| Critical Moment | Time when customer’s experience makes a bigger impact on customer satisfaction than at other times |
Created by:
ksabbatini
Popular Family and Consumer sets