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guest service study guide Questions and Answers 100% Verified
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guest service study guide Questions and Answers 100% Verified
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guest service study guide Questions andAnswers 100% Verified
examples of bad service - ANSWER staffing (understaffed, bad training),
systems (slow computer or kitchen), setting (place stinks, renovating),
capacity/customers (too many, rude, demanding,)
age of service - ANSWER current age in US. as US lost its manufacturing jobs,
they were replaced with service-related jobs.
age of manufacturing - ANSWER originally US was largely agricultural. evolved
into thriving manufacturing nation bu then quickly lost.
age of communication - ANSWER service continues to dominate economy and
employment of US, advances and proliferation of technology spurred a new
phenomenon of communication. info is more readily available so cheaply and
easily. now everyone can communicate in real-time and have ability to access
each other's records.
age of technology - ANSWER coupled with service, US also saw a boom in
analog, then digital technology in 1980 and 1990s. heavily influenced the way
businesses operate. business functions were expedited by computerization. lost
manufacturing jobs in US to other countries, began replacing them with service-
related jobs
Deming - ANSWER statistician and management consultant considered to be a
leader in customer service movement. TQM movement. after WWII, he went to
Japanese with idea of applying statistics to auto manufacturing and helped to
,implement continuous process improvement. as a result, 1980 Jap cars dominate
the car market. Plan-Do-Check-Act cycle.
Deming cycle PDCA - ANSWER four step process for implementing change or
continuous improvement. useful for incremental improvement. promotes idea
that businesses can always improve.
Juran - ANSWER Father of Quality Service. friend and colleague of Deming. also
helped introduce quality to the Japanese. was a lecturer and business consultant
in more than 40 countries.
Crosby - ANSWER published Quality is Free. able to show that quality programs
would save much more money than they cost. DRIFT and Zero defects.
DRIFT and Zero Defects - ANSWER an idea that promoted processes and
procedures that ran smoothly and efficiently. doing it right the first time
Peters - ANSWER Popularized management by walking around. MBWA. idea
that managers should get in touch with employees and customers to learn what is
really occurring. authored In Search of Excellence. one of the first and most
influential gurus of contemporary management. advocated for service excellence
through practical means.
Drucker - ANSWER Father of Modern Management. advocated for the human
side as opposed to the numbers. popular for ideas such as management by
objectives and knowledge worker. interested in the concept of permitting workers
to think for themselves. made many predictions that came true.
, value of returning customer - ANSWER highly sought after prizes. businesses
spend infinite amounts of money attracting customers and then undervalue them
as they arrive. costs far less to keep a return customer than to obtain a new one.
businesses should spend less money attracting customers and more effort
retaining the ones they have.
Ritz Carlton Service Standards - ANSWER we are ladies and gents serving ladies
and gents. fulfill even the unexpressed wishes of our guests.
Ritz Carlton 3 steps of service - ANSWER warm and sincere greeting- use
guest's name
anticipation and fulfillment of the guest's needs
fond farewell- give warm good-bye and use the guest's name
moment of truth - ANSWER point of service at which customer service is either
made or lost. popularized by Carlson of SAS airlines. each moment of truth can be
analyzed and valued.
MBWA - ANSWER management by walking around. Peters. managers should
get in touch with employees and customers to learn what is really going on.
quality customer service - ANSWER meeting guests' expectations. anytime
patrons interact with a facet of the organization, service is rendered. meeting and
exceeding the individual customer's expectations. if service surpasses customer's
expectations, it is said to be quality customer service.
implicit expectation examples - ANSWER compared with other companies I
expect you to be like this. or expect your product to be good because the price is
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