PLMS

 

 

 

Welcome to the subject:

Customer service

woman guest services talking to guests in front of her, with a smile-Oct-25-2024-08-22-21-0852-AM

Introduction

Customer service is an essential component in the restaurant and hospitality industry in general.

Excellent customer service directly impacts customer satisfaction and the establishment's reputation.

Let’s explore the main topics and subtopics that will be studied on this subject:

  • Creating Memorable Experiences
  • Customer Loyalty
  • Increasing Sales and Recommendations
    • Empathy: Understanding and anticipating customer needs.
    • Clear Communication: Explanations about the menu and promotions.
    • Speed and Efficiency: Quick service without compromising quality.
    • Active Listening: Listening attentively to the customer.
    • Personalization: Treating each customer uniquely.
    • Conflict Resolution: Addressing complaints constructively.

A good service transforms an ordinary meal into an unforgettable experience.

Satisfied customers become brand ambassadors.

host receiving a customer

Topics:

A. Efficient communication techniques

  • 1. The importance of efficient communication
  • 2. Active listening skills
  • 3. Non-verbal communication and its impact
  • 4. Managing difficult conversations with customers

B. Solving conflicts

  • 1. Understanding the nature of conflicts with customers
  • 2. Solving conflicts techniques
  • 3. The role of communication on solving conflicts
  • 4. Transforming conflicts into loyalty opportunities
 

C. Customer loyalty

  • 1. Understanding customer loyalty
  • 2. Strategies for building loyalty relationships
  • 3. The importance of feedback in customer loyalty
  • 4. Measuring the impact of loyalty on the success of establishments

D. Importance of empathy

  • 1. Definition and concept of empathy
  • 2. Developing empathetic skills
  • 3. Building lasting relationships with customers
  • 4. Continuous improvement of empathetic practice

E. Social skills in customers service

  • 1. Assertive communication
  • 2. Positive attitude and influence
  • 3. Organization, adaptability, and efficiency
  • 4. Teamwork

F. Personalized service

  • 1. What is personalized service?
  • 2. Benefits of personalization in customer service
  • 3. Tools and techniques for personalized service
  • 4. Measuring the impact of personalization on customer loyalty

Time to evaluate your knowledge from the past before you start the first topic

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