Service Excellence Essentials for Business

Reflection about customer service While I started my career without any knowledge of customer service, I have learned from the mistakes and, having worked in different places, I have also learned from the people around me, bosses or co-workers. When I was at university, I studied general concepts about tourism and I had different subjects but I never studied customer service in depth or how to provide it. I always have tried to be polite, friendly and empathize with the customers but when you do not have enough knowledge or training about customer service, you follow your ethics and your values. By only having a basic idea, you miss customer’s information, you do not know how to handle situations or you do not have the tool of empowerment.   The theory is always easy but in real life, it is totally different and that is when you must remember all that you have learned and put it into practice. However, there are people who do not practice what they preach, both manag...

Reflection about my career and my future in the hospitality industry I finished my degree two years ago in my hometown. I did several internships while I was studying, as travel agent or receptionist just to make sure which path I would take. After my second internship in a hotel, I realized that this is my vocation. When I was doing my last practicum I got a job in the same hotel chain one month later so it was amazing because it was exactly what I was looking for. After that, I worked for 3 years in the same chain, getting a lot professional and personal experience until I decided to come to Canada.  Now that I have finished at ILAC and with my professional experience acquired I would like to find a great job.  My goal is get a job in a company like Marriott International, Four Seasons or Hilton Worldwide. The reason is because they are recognized and important brands worldwide. They care about their internal customer and also about their guests. Therefore, they giv...

Challenges in delivering effective customer service: The Challenges: We can find various obstacles in the way of the delivery of excellent customer service. There are lot challenges we can find in customer service. Some of the common berries include difficulty for customers with a problem to contact a company or the person who can really help, lack understanding of the value of service an so on. These barriers can difficult the customer service provide and part of doing the job. The most common barriers to excellent customer service are: Laziness / poor communication skills / poor time management / attitude / moodiness / lack of adequate training / insufficient authority / inadequate staffing.   (I LAC International College,  Customer Service Skill s 2013 & 2014) But also biggest challenge in customer service is how will you give your best service to the customer. Employees should have self confidence and do not show any signs of doubts when employee is ...

The Components of a Model for Improvement I have chosen all this differents steps to show the most important skills, elements and processes we should follow to achieve an excellent customer service in order to create customer loyalty. Understanding customer's emotions and their needs will keep your customers coming back because not only did you meet their physical needs, but you also gave them a memorable experience. Therefore, having positive impressions, positive moments of truth and good feedback you will build a successful business. https://magic.piktochart.com/output/23250948-excellent-customer-service

Success and weakness in Customer Service 3) Analysis of successes and weaknesses: How the important is the customer service for a company? The employees have sufficient training? They understand our emotions and our needs? In my opinion, many companies have no idea of anything and they do not spent sufficient time training their employees and should not be like this. It should not matter what type of restaurant you are in, expensive or less expensive, but a bad customer service can be also because the company does not take care its internal customer. They do not have trainings, motivations neither predisposition for continuos improvement therefore motivated people are always on the lookout for better ways to achieve goals, they are more quality oriented and they work more with higher efficiency and productivity.  Successes: I can not find too much successes in each moment of truth I had. I just can mention she apologized about her mistakes but she blamed their t...

Personal experience & Moments of truth 2) Introduction:  It is easy to know all the theory but to put in practice is sometimes a very difficult task. I went to Malone’s with my friends last week, our main purpose was the burritos for $2.50 they had but we experienced bad customer because of lack of knowledge in our server. I will break it down  each moment of truth I received.  First moment of truth:  Poor greeting: A young waitress came to our table and she waited until we said something. She did even not ask to us what we wanted to drink, she did not present herself and she did even not tell us the specials of the day and I was surprised because they normally tell you the offers they have. Anyway it was a wrong beginning.  Second moment of truth: No suggestions and No advice: We started to order some beers. I chose the cheapest one on the menu and suddenly the server told, “Oh actually this beer is in offer today” so one mistake h...