advertisement

Chapter 1 Section One

67 %
33 %
advertisement
Information about Chapter 1 Section One
Education

Published on March 13, 2014

Author: CharlesDevlin

Source: slideshare.net

Description

This is course work for a graduate school program.
advertisement

Introduction to customer service Chapter 1 © Hudson & Hudson. Customer Service for Hospitality & Tourism

Learning Objectives o Customer service defined o A history of customer service o The role of customer service • Unique characteristics of services • Services marketing triangle • The services marketing mix o Customer service in the tourism and hospitality sector

‘At Your Service Spotlight’: Walt Disney – a legacy of customer service Disneyland is a work of love. We didn’t go into Disneyland just with the idea of making money’. o Walt’s personal philosophy (values, morals, religious beliefs, creative goals, innate psychographic awareness) o Excellence more crucial than profits o Disney’s commitment to its customers - focus on the guest experience rather than traditional business efficiencies o ‘Imagineering’ o ‘what ifs’ o positive alternative to saying ‘no’ o ‘Guestology’ o novel approach to staff training o internal language o ‘wow’ moments

Customer service …the practice of delivering products and services to both internal and external customers via the efforts of employees or through the provision of an appropriate servicescape. o Services and service culture o Interaction between employees and customers o Physical infrastructure

History of customer service o 1800s Craftsman economy o Business owners also frontline employees o Customized orders o 20th century mass production o Less individualized service o Post WWII demand: Power of suppliers surpasses that of consumers o 1970s: Western manufacturers compete with Asia o 1990sL Suppliers more selective o Present day: Shift to service economy

Add a comment

Related presentations

Related pages

Chapter 1, Section 1 Exploring Geography - Gov

Chapter 1,Section 1 1 Chapter 1, Section 1 Exploring Geography (Pages 19–22) Setting a Purpose for ReadingThink about these questions as you read:
Read more

Chapter 1 : Section 1 - McGraw Hill Education

Chapter 1 : Section 1 (See related pages) ... McGraw-Hill Higher Education is one of the many fine businesses of ... Home > Chapter 1 > Section 1
Read more

Plutarch, Caesar, chapter 1, section 1

chapter 1 chapter 2 chapter 3 chapter 4 chapter 5 chapter 6 chapter 7 chapter 8 chapter 9 chapter 10 ... section 1 section 2 section 3 ... (1): Plutarch ...
Read more

Economic Manuscripts: Capital Vol. I - Chapter One

Chapter One: Commodities. Contents. ... SECTION 1 THE TWO FACTORS OF A ... [The author explains in section 4 of this chapter, pp. 80-81, note 2 ...
Read more

Search › section one 4 chapter 1 | Quizlet

Search results for: section one 4 chapter 1 500 Study Sets 500 Sets 500 Classes 500 Users; Advertisement
Read more

Thucydides, The Peloponnesian War, book 8, chapter 1 ...

Thucydides, The Peloponnesian War ("Agamemnon", ... chapter 1 chapter 2 chapter 3 chapter 4 chapter 5 chapter 6 chapter 7 chapter ... chapter: section ...
Read more

Search › section one 1 chapter 7 | Quizlet

Search results for: section one 1 chapter 7 500 Study Sets 500 Sets 500 Classes 500 Users; Most relevant Most recent
Read more

Chapter 1: The Commodity (Section one) - SparkNotes

A summary of Chapter 1: The Commodity (Section one) in Karl Marx's Das Kapital. Learn exactly what happened in this chapter, scene, or section of Das ...
Read more

Slaughterhouse-Five Chapter 1, Section 1 Summary

Free summary and analysis of Chapter 1, Section 1 in Kurt Vonnegut’s Slaughterhouse-Five that won’t make you snore. We promise.
Read more

Chapter 1 - BIOLOGY by Miller & Levine

Chapter 1 The Science of ... These include Hot Links to Web sites related to the topics in this chapter, ... Section 1-1: What Is Science?
Read more