Customer Service Principles P11

Unit 2: Principles of Supervising 
Customer Service Performance 
in Hospitality, Leisure, Travel 
and Tourism 
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Slide 1: Diapositive
HospitalityFurther Education (Key Stage 5)

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Unit 2: Principles of Supervising 
Customer Service Performance 
in Hospitality, Leisure, Travel 
and Tourism 

Slide 1 - Diapositive

Unit 2: 
Assignment 3

Task 1:
Workbook: P10 - P15 & M3

Task 2: 
Report: M1 & D1



Slide 2 - Diapositive

Slide 3 - Diapositive

Today's intended learning outcomes: 
1. Be able to define and describe 'Customer Service Standards'.

2. Summarise examples of good practice of 'Customer Service Standards' being used in the hospitality industry.

3. Identify 'Customer Service Standards' that are currently expected in the Linen Lounge Restaurant.

Slide 4 - Diapositive

Customer Service Standards (P11)

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From your own knowledge of the hospitality industry, what might the term 'customer service standards' mean to you?

Slide 6 - Carte mentale

Slide 7 - Vidéo

Customer Service Standards - Explained
Purpose
Every organisation strives for quality, consistency, efficiency and best practice.

Service standards can help ensure your organisation in getting the best results and show you how to keep improving.

They also demonstrate that you have processes in place to monitor and improve the quality and performance
in the service you provide.

Defined
Customer service standards simply refer to tried and tested best practice which you and your team can apply when delivering services to customers. 

Service standards are usually defined in terms of: timeliness – accuracy – appropriateness

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Can you think of some business specific examples of 'Customer Service Standards' in your part-time job?

Slide 9 - Carte mentale

Example 1.
Example 2.

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Slide 11 - Vidéo

Activity (P11)

Slide 12 - Diapositive

Today's intended learning outcomes: 
1. Be able to define and describe 'Customer Service Standards'.

2. Summarise examples of good practice of 'Customer Service Standards' being used in the hospitality industry.

3. Identify 'Customer Service Standards' that are currently expected in the Linen Lounge Restaurant.

Slide 13 - Diapositive

Choose the best option below that describes the purpose of 'Customer Service Standards'?
A
To help your business strive for quality, consistency, efficiency and best practice
B
Tell your employees what to do
C
Help your business make the most money from customers
D
To help you gain your 5* hotel rating

Slide 14 - Quiz

Think of one example of a 'Customer Service Standard' discussed throughout this lesson

Slide 15 - Question ouverte

NEXT WEEK: 

Please complete P11 in your Class notebook before class @ 09.00am 

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