321 unit 5 customer
TRANSCRIPT
![Page 1: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/1.jpg)
UNIT 5
CUSTOMERS COMPLAINTS
&CUSTOMER SERVICE
![Page 2: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/2.jpg)
Exchanging Information
Typeofhotels
Ageofcurrentfacilities
Numberofhotels
Budget
Findoutabout
Tellme
Interestedin
Dealwith
Possiblefor
![Page 3: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/3.jpg)
Making ArrangementAmeeting
ThestartofSergio’sTrip
Elena&Sergio’smeeting
Arrange
How
I’dprefer
Suits
![Page 4: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/4.jpg)
Change the DateTochangethetimeofhisappointment
Workingeneral,theweather
Smalltalk:somethingtrivialyoutalkatthebeginningtowarmuptheconversation
Wednesday
Theappointment(toThursday)
![Page 5: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/5.jpg)
Useful Phrases to Make Arrangement on the Phone
I’mphoning/callingtoarrangeameeting.
Ican’tmakeitinthemorning/onThursday.
IcandoFriday/theafternoon.
WouldnextWednesdaybeokay?
![Page 6: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/6.jpg)
Managing Customer Feedback
Customersatisfaction
Facility/Product/Staff/Service
Viablebusiness
Failureincustomercare
Thegapbetweenwhatisexpectedandwhatisactuallydelivered
Servicedoesnotliveuptoitsstandard
![Page 7: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/7.jpg)
WhatservicescanacustomerexpectfromLimewoodSpa?
Retreat,hideout,hideaway
Physicalwellness,healthycuisine
Whatisspecialwithitsprogram?
Tailormade,custommade
[tailorcustomizepersonalize]
![Page 8: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/8.jpg)
Thefoodwasoverrated/overpriced.Theservicewaspoor/subpar.Themanagerdidnottakethecustomer’scomplaintseriously.Shedidnothandlethecomplaintproperly.Sheputtheblameonthecustomer.
What seems to be the problem?
![Page 9: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/9.jpg)
Thestaffwerenothelpful/serviceminded/hospitable.
Thestaffwerenotattentivetothecustomers.Theydidnotanticipatethecustomers’need.Theywerenotproactive.
Thecustomerdidnotreceivetheservicetheyexpected.Thestafffailedtoofferalternatives.
![Page 10: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/10.jpg)
Customersweregivenunclear,difViculttofollowdirection.TheDutyManagerwasrude.Thepromisewasnotdelivered.Thestaff’smannerism/toneofvoicewasimpolite,curt,notcourteous.
![Page 11: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/11.jpg)
Youareateamofbusinessconsultants
Findtherootcause[s]oftheproblem[s]thatLimewoodSpaiscurrentlyencountering
Advisethemwhattodotosolvetheproblem[s]
Mini task [5 points]
![Page 12: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/12.jpg)
Root CauseOutlets,facilities:Notsetupto
customer’sneeds
Staffonscene:Unabletohandlethesituationprofessionally
Organization:System/culturethattoleratesthiskindofbehavior
![Page 13: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/13.jpg)
Troubleshooting
People:Hiringforattitude
Tools:Training
System:EmployeeRecognitionProgram
![Page 14: 321 unit 5 customer](https://reader034.vdocument.in/reader034/viewer/2022052307/5594cb5e1a28abdb3c8b479b/html5/thumbnails/14.jpg)
Additional Vocabulary
Toempower:togivesomeonethefreedomtodosomething
Understaffed:nothavingenoughstaff
Oneonone:directcommunicationbetween2people