Title: Evaluate customer service satisfaction.
Course: Hospitality, Tourism, and Recreation II (16999-II) > Section: Demonstrating Techniques for Guest and Customer Service

Evaluation should include using

- surveys
- online media
- internal audits.

Process/Skill Questions:

Thinking

- What are the options for conducting an evaluation?
- What are the flaws with any evaluation?

Communication

- What kinds of communication demonstrate an employee's desire to answer a customer complaint?
- What are ways to deal with an unreasonable customer?

Leadership

- How do leaders reward employees or procedures that are receiving consistent positive evaluations?

Management

- How can managers encourage customers to complete surveys?
- Why are some complaints best handled by management only?