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Critical Moments

Critical Moments. What is a Critical Moment?. An interaction that can leave a lasting, positive or negative impression with a customer or client. 11 Critical Moments. First phone call to a business First view of the building entrance Interaction with the greeter Wait for a table or room

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Critical Moments

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  1. Critical Moments

  2. What is a Critical Moment? • An interaction that can leave a lasting, positive or negative impression with a customer or client

  3. 11 Critical Moments • First phone call to a business • First view of the building entrance • Interaction with the greeter • Wait for a table or room • First moments at the table or in the hotel room • First encounter with bussers and servers • Encounter with the manager • Arrival of food • Visit to the restroom • Presentation of the check or bill • Last interation with server or front office staff

  4. Customer Focused Employees • A customer focused employee goes above and beyond to make the client feel welcome, by doing the following: • Immediate eye contact • Good posture • Smiling warmly • Responding quickly to requests • Using the customers name • By being clean & well groomed

  5. Handling Customer Complaints • Sometimes no matter what you do you just can’t please some customers. However, most complaints can be dealt with by doing the following: • Listening with empathy • Allowing the customer to vent • Being supportive • Not blaming someone else • Having a postive attitude • Offering solutions • Following through on the solution

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