Is an activity that is done for another person

Is a hospitality business is the total customer experience with that business

Is someone who purchases products or services from a business , such as department store or hotel

Is a customer who purchases or services from a hospitality business

Is the ability to put yourself in someone else's shoes and know how that person feels

Customer Satisfaction

Is the positive feeling customers have about a business that meets their needs

Is service that meets or exceeds customer expectations

Consistent Quality Service

Is providing the same good service and products to customers each and every time they come

An interaction between a customer and staff

Word-of-mouth publicity

Is the informal conversation people have about their experiences with a business

Is the area in a hospitality business that guests usually see

Is also called "heart of the house' kitchen and receiving and storage areas

Front-of-the-house employees

Are employees whose main function is to interact with customers

Back-of-the-house employees

Are employees whose work rarely involves interacting with customers

Customer-focused employee

Is an employee who can anticipate customer needs

Is a time when the customers experience make a bigger impact on customer satisfaction than any other times

Customer service plan

Is a written plan assigned to help staff members provide quality customer service

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Chapter 2 Terms

Hospitality and Tourism

Question	Answer
Service	Is an activity that is done for another person
Customer Service	Is a hospitality business is the total customer experience with that business
Customer	Is someone who purchases products or services from a business , such as department store or hotel
Guest	Is a customer who purchases or services from a hospitality business
Empathy	Is the ability to put yourself in someone else's shoes and know how that person feels
Customer Satisfaction	Is the positive feeling customers have about a business that meets their needs
Quality satisfaction	Is service that meets or exceeds customer expectations
Consistent Quality Service	Is providing the same good service and products to customers each and every time they come
Service encounter	An interaction between a customer and staff
Word-of-mouth publicity	Is the informal conversation people have about their experiences with a business
Front-of-the-house	Is the area in a hospitality business that guests usually see
Back-of-the-house	Is also called "heart of the house' kitchen and receiving and storage areas
Front-of-the-house employees	Are employees whose main function is to interact with customers
Back-of-the-house employees	Are employees whose work rarely involves interacting with customers
Customer-focused employee	Is an employee who can anticipate customer needs
Critical Moment	Is a time when the customers experience make a bigger impact on customer satisfaction than any other times
Customer service plan	Is a written plan assigned to help staff members provide quality customer service

Created by: 28kreiekia

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