The Power of Customer Service in the Hospitality Industry

The Power of Customer Service 

in the Hospitality Industry

Lesson Aim/Objective

At the end of the lesson:

- You will understand the significant impact of customer service on the performance of a hospitality business.

From your own knowledge and understanding how do you think customer service might impact positively on a hospitality business?

From your own knowledge and understanding how do you think customer service might impact negatively on a hospitality business?

Introduction

Customer service is a crucial aspect of any hospitality business. It directly affects customer satisfaction, loyalty, and ultimately the success of the business.

Team 1.

Topic: 

What impact does customer service have on the performance of a hospitality business?

Research, Discuss, Present 

Team 2.

 Topic:

What is the relationship between delivering customer service and selling skills?

Research, Discuss, Present 

Customer Satisfaction

Customer satisfaction is the measure of how well a hospitality business meets or exceeds customer expectations. 

It plays a key role in building customer loyalty and positive word-of-mouth.

Customer Loyalty

Customer loyalty refers to the willingness of customers to repeatedly choose and recommend a particular hospitality business. 

Excellent customer service fosters loyalty and increases customer retention.

Business Reputation

A hospitality business with exceptional customer service builds a positive reputation in the industry. 

This reputation attracts more customers and enhances the business's overall performance.

Positive Reviews and Feedback

Delivering excellent customer service leads to positive reviews and feedback from satisfied customers. 

These reviews act as testimonials and influence potential customers to choose the business over competitors.

Repeat Business

When customers have a positive customer service experience, they are more likely to return to the same hospitality business for future services. 

This repeat business significantly contributes to the overall performance and profitability.

Summary

Customer service has a profound impact on the performance of a hospitality business. It influences customer satisfaction, loyalty, reputation, and overall success. 

Consistently providing exceptional customer service should be a priority for every hospitality business.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.