creating global hospitality synergy

Detail Product

7.07 The Fine Art Of service Recovery, 33 pages

28.00 $

As Power Point Presentation, this compact manual covers all the aspects of service
Recovery. An excellent training tool for pre-openings with professional slogans and
Highlighting the essentials, especially for deluxe boutique properties.

Description

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In Power Point

The Fine Art of Service Recovery

 

 

Page 1 

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Activity:


What is service ?

 

Form groups of four and try to define service In next 15 minutes.

 

 

Page 2

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What is service ?

 

Why is service so difficult to define accurately ?

 

  • It is not tangible. It cannot be weighed or measured. It is more emotional than rational.

  • You can sell it, but you cannot give a custome sample to take and show to another.

        Having given it, the customer may not have  acquired any thing.

 

        Service cannot be standardised.

 

Page 3

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Also service can be seen in different ways, for instance 

 

  • By different people in the same cultural group

  • By the same person at times and in different moods

  • By people from different social cultural and  geographical backgrounds

  • By people with different levels of knowledge and experience.

 

Page 4

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How service is seen depends on the expectations people have in advance.

 

Experience = Expectation ———– Satisfaction

 

Experience  > Expectation ———– Delight

 

Experience < Expectation  ————Dissatisfaction

 

Page 5

 

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