2. Overview
What is customer care?
___________________________________
___________________________________
___________________________________
3. Today’s Objectives
To look at how customer complaints should
be handled
To understand how staff training and
incentives can improve customer care
To look at how customer service is measured
4. Handling Complaints - Procedure
In order to deal with complaints efficiently it is important that
companies have a specific complaints procedure in place.
Listen attentively:___________________________________
Do not interrupt the guest; ____________________________
_________________________________________________
Wait until the guest has completely finished before saying
anything
5. Complaints Procedure (Cont.)
Apologise; ________________________________________
Do not ____________________ or use inappropriate language
Summarise the nature of the complaint; __________________
________________________________________________________
Explain what action will be taken and the _________________
in which this will take place.
6. Staff Training
Why is staff training important in achieving a
high level of customer service?
7. Staff Incentives
Incentives can help to motivate staff to improve
the way in which they deal with customers.
Examples of staff incentives related to customer
service are:
8. Measurement of Customer Service
How can we measure
customer service?
Customer Retention Rates
9. Guest Comment Cards
What information is important to include on a guest
comment card, in order to give you the maximum
information?
10. Why is it important to measure
Customer Service?