Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service.
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Transcript of Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service.
![Page 1: Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service.](https://reader035.fdocuments.net/reader035/viewer/2022070410/56649efd5503460f94c11e05/html5/thumbnails/1.jpg)
Culminating Project Assessment for Certification
(CPAC)For Delivering GREAT
customer service
![Page 2: Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service.](https://reader035.fdocuments.net/reader035/viewer/2022070410/56649efd5503460f94c11e05/html5/thumbnails/2.jpg)
Research
• Yelp
– Feedback Sites
• Site visit
• Interview
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Site Visit
Positive• Friendly• Brought out food
Negative• Unprofessional• Unclean
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Analysis of interview
There are Customer Service
complications
Language Barriers
Time-Management
External Stress
Customer Mood
External Distractions
Understanding OrdersHearing Other
Customers
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Analysis of research findings
Two Consistent Complaints
Wait time
Wrong Order
Site Issues
Unclean Surfaces
Immodesty of Employees
Interview
Stress only a minor Issue
Language Barrier Issues
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Effective ways to communicate
Three I’s of eye contactListen and stay focusedRepeating customer needsAssertivePositive and energetic
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Recommendations
• Create, Implement, and Maintain
Dress Code
• Improve Job Specification: create
distinction
• Require check off for constant
cleaning detail
• Train Employees on Service
Techniques
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Good customer service
• Welcoming
• Engaged
• Enthusiastic
• Aware
• Personal
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Psychology and customer service
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Four phases of service
Greeting
Pre-Service
Service
Post Service
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Comparison
Lodging Industry
Shared Concepts
Cruise Industry
Only need to satisfy the housing needs of customersPost service is more effective Less intensive service
Customers have a greater quantity of needsDifferent complications are more common i.e. sea sicknessMore intensive service
Interactive greeting processPre-service is very important High expectation/little room for error
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Culminating review
• Research
– Site Visit
– Interview
– Internet
• Recommendations
• Good Customer
Service
• Psychological
Aspects of Service
• Four Phases of Good
Customer Service
• Industry Comparison