References: ILAC International College. (2013 & 2014) Customer Service Skills , New York, NY: Pearson Education ILAC International College. 2013 -2014. Food & Beverage Service, New York, NY: Pearson Education) Patricia Lotich, (2016). 7 steps to creating a Customer Service Strategy. Retrieved from: http://thethrivingsmallbusiness.com/7-steps-to-creating-a-customer-service-strategy/ Helen Siwack, (2016). Spanish brand Massimo Dutti launches in Pacific Centre. Retrieved from: http://www.vancitybuzz.com/2016/05/spanish-brand-massimo-dutti-launches-pacific-centre/ Tomas P. (2011). Retrieved from: https://www.starbucks.com/preview Max Fawcett (2016). Retrieved from: http://www.canadianbusiness.com/lists-and-rankings/best-managed-companies/cactus-club/ Bill Marriott (2016). Rules for success. Retrieved from: http://www.blogs.marriott.com/marriott-on-the-move/2016/07/rules-for-success.html Marriott Caree...
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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 ...