creating global hospitality synergy
Detail Product
7.07 The Fine Art Of service Recovery, 33 pages
28.00 $
As Power Point Presentation, this compact manual covers all the aspects of service
Recovery. An excellent training tool for pre-openings with professional slogans and
Highlighting the essentials, especially for deluxe boutique properties.
Description
Pre-view pages
In Power Point
The Fine Art of Service Recovery
Page 1
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Activity:
What is service ?
Form groups of four and try to define service In next 15 minutes.
Page 2
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What is service ?
Why is service so difficult to define accurately ?
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It is not tangible. It cannot be weighed or measured. It is more emotional than rational.
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You can sell it, but you cannot give a custome sample to take and show to another.
Having given it, the customer may not have acquired any thing.
Service cannot be standardised.
Page 3
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Also service can be seen in different ways, for instance
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By different people in the same cultural group
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By the same person at times and in different moods
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By people from different social cultural and geographical backgrounds
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By people with different levels of knowledge and experience.
Page 4
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How service is seen depends on the expectations people have in advance.
Experience = Expectation ———– Satisfaction
Experience > Expectation ———– Delight
Experience < Expectation ————Dissatisfaction
Page 5
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