Describe how customer service affects customer choice.

Description should include

• the influence that public and professional reviews have on a business's reputation, due to meeting and exceeding or failing to meet customer service expectations
• benefits to employees who provide excellent customer service.

Process/Skill Questions:

Thinking

• Why is word-of-mouth one of the best forms of advertising?
• Why are repeat customers essential for the success of hospitality businesses?

Communication

• What influence can negative word-of-mouth have on a facility?
• Why are customers more likely to talk about negative experiences with a facility?

Leadership

• How can leaders encourage personalized, high-quality customer service?
• How can managers serve as role models for providing quality customer service?

Management

• What kind of training should employees have in dealing with customers in a positive manner?
• How can businesses get feedback on the quality of customer service?