1 / 12

Culminating Project Assessment for Certification

Culminating Project Assessment for Certification . (CPAC) For Delivering GREAT customer service. Research. Yelp Feedback Sites Site visit Interview . Site Visit. Positive Friendly Brought out food . Negative Unprofessional Unclean . Analysis of interview. Language Barriers.

masato
Download Presentation

Culminating Project Assessment for Certification

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service

  2. Research • Yelp • Feedback Sites • Site visit • Interview

  3. Site Visit Positive • Friendly • Brought out food Negative • Unprofessional • Unclean

  4. Analysis of interview Language Barriers Time-Management External Stress There are Customer Service complications External Distractions Customer Mood Hearing Understanding Orders Other Customers

  5. Analysis of research findings Wrong Order Unclean Surfaces Stress only a minor Issue Two Consistent Complaints Site Issues Interview Wait time Immodesty of Employees Language Barrier Issues

  6. Effective ways to communicate Three I’s of eye contact Listen and stay focused Repeating customer needs Assertive Positive and energetic

  7. Recommendations • Create, Implement, and Maintain Dress Code • Improve Job Specification: create distinction • Require check off for constant cleaning detail • Train Employees on Service Techniques

  8. Good customer service • Welcoming • Engaged • Enthusiastic • Aware • Personal

  9. Psychology and customer service

  10. Four phases of service

  11. Comparison Only need to satisfy the housing needs of customers Post service is more effective Less intensive service Interactive greeting process Pre-service is very important High expectation/little room for error Customers have a greater quantity of needs Different complications are more common i.e. sea sickness More intensive service

  12. Culminating review • Research • Site Visit • Interview • Internet • Recommendations • Good Customer Service • Psychological Aspects of Service • Four Phases of Good Customer Service • Industry Comparison

More Related