Customer Service Recovery

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Questions and Answers

What is the characteristic of Impulsive Consumer?

  • Tends to be emotionally driven (correct)
  • Tends to be logically driven
  • Shops with a specific product in mind
  • Avoids sales and promotions

What is the benefit of segmenting consumers by needs?

  • To create loyal consumers
  • To create personalized emails
  • To increase sales through discounts
  • To tailor marketing strategies to each need (correct)

What is a marketing strategy to create loyal consumers?

  • Social media advertising
  • Email marketing
  • Discounts and promotions
  • Personalization and individualized attention (correct)

What is a characteristic of a Wandering Consumer?

<p>Is attracted to the location of the business (B)</p> Signup and view all the answers

What is the benefit of understanding consumer needs?

<p>To tailor marketing strategies to each need (B)</p> Signup and view all the answers

What is the characteristic of a Need-Based Consumer?

<p>Purchases to fulfill a need (A)</p> Signup and view all the answers

What is the benefit of right timing in marketing?

<p>To select the right client (A)</p> Signup and view all the answers

What is the characteristic of a Discount Consumer?

<p>Makes purchases when there is a sale or discount (A)</p> Signup and view all the answers

What is the key to selling in hospitality?

<p>Crafting your pitch in the guest's language and addressing their individual challenges (A)</p> Signup and view all the answers

What is the primary goal of service recovery?

<p>To turn dissatisfaction into satisfaction (D)</p> Signup and view all the answers

According to the formula for personalization, what does it feel like to be treated like a?

<p>VIP (A)</p> Signup and view all the answers

What should you do if you can't immediately find an answer to a guest's question?

<p>Ask the guest how to contact them with the information (C)</p> Signup and view all the answers

What is an important aspect of passionate service delivery?

<p>Showing genuine interest in the guest's needs (C)</p> Signup and view all the answers

What is a key aspect of passionate service delivery?

<p>Wanting to see it done well (C)</p> Signup and view all the answers

Why is knowledge of local amenities important in hospitality?

<p>To be able to recommend local attractions and services (A)</p> Signup and view all the answers

What is the result of a successful service recovery?

<p>A satisfied guest who will remember the experience (C)</p> Signup and view all the answers

Why is it important to know your surroundings, establishment, and amenities?

<p>To make a guest's stay more comfortable and enjoyable (D)</p> Signup and view all the answers

What is the importance of commitment to teamwork in hospitality?

<p>To ensure a smooth operation of the hotel (A)</p> Signup and view all the answers

What should you do when handling a guest complaint?

<p>Listen carefully to the guest's explanation before reacting (D)</p> Signup and view all the answers

What is the key to personalization in hospitality?

<p>Addressing each guest's individual challenges and needs (C)</p> Signup and view all the answers

Why is it important to greet guests and look them in the eyes?

<p>To create a unique experience (C)</p> Signup and view all the answers

What is an important aspect of teamwork in a service delivery setting?

<p>Enlisting the help of coworkers when needed (B)</p> Signup and view all the answers

What is the formula for recovery in hospitality?

<p>Every guest recovery situation is different and requires a unique approach (B)</p> Signup and view all the answers

What should you do when engaging a guest in conversation?

<p>Remember what they tell you (A)</p> Signup and view all the answers

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Study Notes

Turning Negative Experiences into Loyal Customers

  • Carefully listen to the guest's explanation of the situation before reacting
  • Apologize for the inconvenience and disruption to the guest's experience
  • Explain the cause of the problem and act quickly to provide a satisfactory solution
  • Offer something of value to the guest and make them feel important
  • Learn from the experience and prevent similar situations from occurring in the future

Personalization: Providing an Individualized Experience

  • Create unique experiences for guests
  • Use information and observations to get to know guests
  • Greet guests, use their names, and engage in conversation
  • Remember what guests tell you and show genuine interest

Knowledge: Being in the Know

  • Use knowledge to make a guest's stay more comfortable and enjoyable
  • If unsure of an answer, ask the guest how to contact them with the information
  • Enlist the help of coworkers and approach every situation as a learning experience
  • Know the surroundings, establishment, and amenities, and don't fake it

Passion: Inspiring Others

  • Have passion for the work and want to see it done well
  • Listen twice as much as you speak and do your homework
  • Understand the ROI, hotel type, ownership, and other key aspects of the industry

Elements of Hospitality

  • Recovery: turning dissatisfaction to satisfaction
  • Personalization: providing individualized attention
  • Knowledge: being in the know
  • Passion: inspiring others
  • Opportunities: capitalizing on new opportunities
  • Inclusion: making guests feel connected
  • Personality: showing genuine interest and care

Consumer Types

  • Loyal Consumers: valuable to every business, promoters of the brand
  • Need-Based Consumers: purchase to fulfill a need, segment by needs
  • Discount Consumers: shop when there are sales or discounts
  • Wandering Consumers: attracted by location, enjoy social interaction
  • Impulsive Consumers: difficult to maximize marketing collateral, identify the target market

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