Title: Correlate the importance of customer service to successful business operations.
Course: Hospitality, Tourism, and Recreation I (16999-I) > Section: Applying Customer Service Skills

Correlation should include the

- influence that public reviews have on businesses’ reputations
- relationship between employees’ attitudes and actions and customer satisfaction
- ability to encourage repeat business/clients
- financial success of business operations.

Process/Skill Questions:

Thinking

- Why is word-of-mouth one of the best forms of advertising?
- Why does a facility depend on return business?
- How do employees benefit when providing great customer service?

Communication

- What impact can negative word-of-mouth have on a facility?
- Why are customers more likely to talk about negative experiences than positive experiences?

Leadership

- How can leaders encourage personalized customer service?
- How can managers make employees aware of the importance of good customer service?

Management

- What kind of training should employees have in dealing with customers in a positive manner?