Meeting the Guest’s Expectations
Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services.
Related Videos
Describe the challenges presented to developing service recovery strategies. Watch Now
Explain why it is important to establish an organizational environment that supports the service strategy. Watch Now
Describe what it means to be customer centric/oriented. Watch Now
Recognize how customer service research can enable data driven decision making. Watch Now
Recognize how measuring service quality can inform decision making. Watch Now
Describe the elements of the service profit chain framework and why it is necessary for effective service management Watch Now
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations. Watch Now
Recognize where service quality can be comprised and how to minimize such impacts. Watch Now
Describe the integral elements of a service experience that seeks to meet/exceed guest expectations. Watch Now
Recognize how and why service failures occur. Watch Now
Recognize the relationship between satisfaction and loyalty and how to influence it Watch Now
Recognize key definitions and concepts related to service management. Watch Now
Recognize the service encounter's role in meeting customer expectations. Watch Now
Describe why service management is important in practice and theory. Watch Now
Describe how to align the service with customer expectations through communication. Recognize the importance of communication to inform the service product. Watch Now
Describe why service management is important in practice and theory. Watch Now