Customer Service Principles P11

• Hospitality
• Further Education (Key Stage 5)

Unit 2: Principles of Supervising 

Customer Service Performance 

in Hospitality, Leisure, Travel 

and Tourism 

Unit 2: 

Assignment 3

Task 1:

Workbook: P10 - P15 & M3

Task 2: 

Report: M1 & D1

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.

Customer Service Standards (P11)

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

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

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

Example 1.

Example 2.

Activity (P11)

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.

Choose the best option below that describes the purpose of 'Customer Service Standards'?

1. To help your business strive for quality, consistency, efficiency and best practice
2. Tell your employees what to do
3. Help your business make the most money from customers
4. To help you gain your 5* hotel rating

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

NEXT WEEK: 

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