CUSTOMER CARE AND SERVICES

• GUEST EXPECTION AND MEETING

EXPECTION.
• PERSONAL QUALITIES OF SERVICE
PROVIDERS.
• REQUIRED HABITS TO ATTAIN HIGH
LEVEL OF CUSTOMER SERVICE.
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 Guest Expectation and meeting Expectation

•Most guests have the same general expectations

when they go to a hospitality organization for
service. The surveys says that most guests
expect cleanliness, courtesy, responsiveness,
reliability, and friendliness.
•Customers complain when they do not get what
they expect or when they receive negatives that
they do not expect.
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A common thread running through the
complaints suggests that what bothers customers
most is disrespect. Len Berry has listed the ten
most common customer complaints.
1. Guest Complaint: Lying, dishonesty,
unfairness.
Guest Expectation: To be told the truth and
treated fairly.
2. Guest Complaint: Harsh, disrespectful
treatment by employees.
Guest Expectation: To be treated with respect.
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3. Guest Complaint: Carelessness, mistake, broken
promises.
Guest Expectation: To receive careful, reliable
service.
4. Guest Complaint: Employees without the desire
or authority to solve problems.
Guest Expectation: To receive prompt solutions to
problems.
5. Guest Complaint: Waiting in line because some
service lanes or counters are closed.
Guest Expectation: To wait as short a time as
possible. 4
6. Guest Complaint: Impersonal service.
Guest Expectation: To receive personal attention and
genuine interest from service employees.
7. Guest Complaint: Inadequate communication after
problem arise.
Guest Expectation: To be kept informed about
recovery efforts after reporting problems or service
failures.
8. Guest complaint: Employees unwilling to make
extra effort or who seem annoyed by requests for
assistance.
Guest expectation: To receive assistance, rendered and
willingly by service employees. 5
9. Guest complaint: Employees who don’t know
what’s happening.
Guest Expectation: To receive accurate answers
from service employees to common questions.
10. Guest Complaint: Employees who put their
own interests first, conduct personal business, or
chat with each other while the customers wait.
Guest Expectation: To have their interests come
first.
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 Meeting Expectations
• Some organizations actually keep a record of these
expectations to be sure of meeting them on the
guest’s next visit.
• Mostly expectations arise from what the marketing
department has promised. If what guests get falls
short of what they have been promised or led to
expect, they will be un happy.
• Once they faced poor service they do not think back
a delightful carefully planned guest experience, they
will remember the events surrounding poor service
as bad experience.
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 Meeting Expectations
• To keep the reputation, the organization or the
server should/must meet or exceed expectations of
its guest.
• If it can not do that the company must change its
marketing strategy and create different guest
expectation, or change its service product or
delivery system to meet.
• If guests are unhappy they will tell friends,
colleagues etc. about the bad service, nowadays,
customers can develop their own website to bash off
or discredit organizations because they did not meet
their expectations. 8
 Meeting Expectations
• The challenge in any organization is to estimate guest
expectations accurately; then meet even exceed them.
Excellent organization spends extra time and money to
ensure that the guests experience 1st time or repeatedly
not only matches but exceeds their guests’ expectation.
• Guests/customer comes to experience of cruise ship,
Restaurant or hotel or sightseeing tour as they bought
on the brochure.
• Do not promise what is not possible for you to deliver.
Plan and decide which guest expectation it can
reasonably met.
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 Meeting Expectations
• Don’t provide more hospitality than guests want.
• On the other hand, the organization must be
careful not to over deliver to the point of making
guests feel uncomfortable or unpleasantly
surprised. In a restaurant the waiter /waitress are
supposed to be attentive and polite.
• However the server in this case must consider
when is needed and not needed. Find out when
enough becomes too much.
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 Personal Qualities of Service Providers

•In the Tourism and hospitality profession training is

the most important means to enable one to carry out
his or her duties and achieve success. The
professionals are expected to well-know the product,
develop the skill of communicating with the customer.
•To reach a stage of providing maximum delight to the
customer professionals are expected to develop the
following personal qualities.

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 PERSONALITY
P- Pleasantness
E- Eager to help
R- Respect
S- Sense of Responsibility
O- Ordinary Mind
N- Neatness
A- Attractiveness
L- Loyalty
I- Initiative
T- Tactful
Y- Yearly to be a good professional in Tourism and hospitality.
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 Required habits to attain high level of
customer services
Forbidden phrases and the attitudes to be avoid:
1.I don’t know: it sounds as if you’re closing the door
on the customers or that you’re not sure what’s going
on in your own service provision. It is better to say,
“That’s a good question. Let me check and find out.”
2.No: When “No” begins any sentence, it sounds as
though you’re not willing to help. You may not be
able to do that thing, but you can do something. “We
aren’t able to do that, but we can ...” (Because there’s
always something you can do.)
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3. That’s not my job: when you begin a sentence with
this, it sounds as though you are not sure what your
job is. Tell the customer “I am not sure I know the
answer to your request, but I will find someone who
does.”
4. That’s not my fault: try saying, “Let’s see what we
can do about this.” Accept responsibility even if you
did not make the mistake. In the customer service
game, the bottom line is not who did what. Just fix it.
5. You want it when: always give a specific window of
time when you can meet the customer’s needs. Tell
the customer you will try to meet their deadline, and
assure them you are working on their problem.
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6. Call me back: never tells a customer to call you back. This
is a brush off. Always tell the customer that you will call
them back as soon as possible. Then follow promptly
follow through.
7. We can’t do that: this sentence is extremely negative. Be
positive. Try saying, “That’s a tough one. Let’s see what
we can do.” You may not be able to meet the request, but
in the eyes and ears of the customer, you are willing to try.
There may be some other service you can try that the
customer is not familiar with.
8. You’ll have to …: this sounds accusatory. Try saying
instead, “Here’s how we can help you.” Give the customer
detailed instructions on how to file a claim, request
information, or just answer their questions.
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Basic habits required to be developed
• Be on time: being on time is a statement of respect.
• Follow up on your promises.
• If you tell someone you will get back to him or her
before the end of the day—just Do It.
• Go the extra mile: Make going out of your way a
way of life—people remember the small things.

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