HBM 131 1st Edition Lecture 4 Outline of Last Lecture I Impacts of Tourism A Economic B Cultural Impact of Tourism C Social Impacts of Tourism D Environmental Impacts of Tourism E Tourism Promoters II Defining Service A Webster s Definition B What companies are known for service and Why C Service D Is the Customer always right E How to capitalize on disappointed diners Outline of Current Lecture I II Tips for handling disgruntled guests Why Service is Important Current Lecture I Tips for handling disgruntled guests 1 Show you care Thank the customer for letting you know about the problem Once upset people know you care their mood often improves immediately 2 Offer a sincere apology Don t get defensive or make excuses The guest doesn t care about why it happened They just want to know you re going to fix it after they ve heard you re sorry for the situation 3 Tell them you are going to fix the problem the best you can If it s food related fast track another meal If it s service related do what you can to get them taken care of NOW 4 Offer them something for their trouble Depending on the situation offer the guest something for the unpleasant experience A couple free deserts may be all that s needed 5 Get them back in your restaurant Let them know that you can do a better job and offer a discounted or complimentary meal when they return This is not about the cost of a free meal this is about turning a disappointed diner into a satisfied repeat customer who may be worth hundreds even thousands of dollars in future business II Why Service is Important People go back to restaurants because of good service more so than if the food is bad A 15 years ago 1 Quality of Service 2 Quality of Food 3 Ambiance 4 Price and Value 5 Parking and Accessibly B 2005 NRA Zagat 1 Cleanliness of Premise 2 Quality of Service 3 Quality of Food 4 Price and Value relationship C Restaurant Customer Complaints D Service Breakdown
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