Overview

In today's competitive environment, customers demand quality service. If you don't provide them with the products and services they want, listen to their complaints and respond to their needs, they simply go elsewhere. Your competitors will be grateful to receive their business!

Establishments that provide poor service do not survive. Think of a time when you have received poor service. Perhaps the waiter was rude, or your meal not cooked as you requested. Maybe you had to chase down a waitress to order another drink, or question if your meal was ever going to arrive. Frustrating isn't it?

Even more frustrating is taking the time to complain or offer your feedback, only to have it ignored or brushed aside by service staff. Without question, customer service is one area managers cannot afford to get wrong!

In this unit you will learn how to:

• Develop approaches to enhance quality customer service
• Manage the delivery of quality service
• Monitor and adjust customer service.