Definition Of Quality Service And Service

2140 WordsJun 5, 20159 Pages
Table of Contents Our Mission Mission Statement Definition of Quality Service Hospitality vs Service Customer Service Basics Introduction of Customer Service How to Achieve Outstanding Customer Service The First Impression Steps for Attaining Superior Quality of Service Service Personnel Etiquette (Do’s & Dont’s) Dealing With Difficult Customers Communicating With Unsatisfied Customer Solving the Customers Problem(s) Management Managing Change Managing Conflict OUR MISSION Mission Statement Choice Hotels’ mission is to set new standards for the nations expectations of the hospitality industry. We plan to continue to expand and grow our reputation as one of our nation’s most respected hospitality management companies.…show more content…
It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.” -Sam M. Walton, CEO Wal-Mart How to Achieve Outstanding Customer Service The First Impression Leaving a good first impression on our guests is very important to Choice Hotels. Sales people know that their success and livelihood is dependent on how their potential customers perceive them in the initial 30 seconds of interaction. Outstanding salespeople know how to create an instantaneous rapport with their potential customers. Customers alike will then follow their advice and buy our product and services. The reality is that we prefer to do business with people whom we like and trust. First impressions are the key to creating confidence and trust in the customer. As the old saying goes: “You will never get a second chance to make a first impression.” This is the reason why the first impression is extremely important to Choice Hotels, because it can set the tone for all of our future transactions. Here are a few ways of generating positive

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