Professional Documents
Culture Documents
Moments of Truth
Moments of Truth
Moments of Truth
An episode when a customer comes in contact with any aspect of your business
and gets an impression of the quality of its service You have the ability to either satisfy or dissatisfy them when you contact them Defining points in service delivery where customers interact with employees or equipment
In a Restaurant
Busser/Service Assistant
Should be taught to respond to commonly asked questions Appearance
Manager
Demonstrate presence One cannot manage from an office in the back
Bathroom
Clean and keep supplies stocked Routine checks
The Farewell
Last impression should be positive Thank the guest Invite the guest back
SERVICE WORKERS
SUPPORT UNITS
Moments of Truth
MANAGERS
Yield Management
A pricing model that aims to maximize the yield to the seller by charging buyers different prices according to the value they place on the purchase. Also known as Value Pricing. Common in the hospitality industry (happy hours, apex fares)