SIRR TROYYY CUTIEEEE

HEART

-is nothing but putting a smile on a customer's face after service failure.
-It is solving a customer's problem or complaint and sending him the message that our business is the greatest on earth and he is the most valuable customer for us.

- Systematic efforts by a firm to correct a problem following a service
Failure and retain a customer's goodwill. Service recovery efforts play a crucial role in achieving or restoring customer satistaction.

This participation can be as simple as having guests serve themselves at a fast-food restaurant, preparing their own salads at the salad bar, or bring your own bags at the to substitute for the store's expenses.

- Systematic efforts by a firm to correct a problem
- Service Failute

- the customers on how to take advantage of the service product.

• Everyone has asked a friend or colleague about a hospitality experience.
• They are asked by their friends and acquaintances for their opinion in both face-to-face communications and through Web-based social networking media, and this "word of mouth" can make or break a hospitality organization.

• Ask the guests what they like or dislike about the guest experience, then they become unpaid consultants and act as quality control inspectors.
• Southwest Airlines extended the consulting role to include the hiring process. It invited its frequent flyers to participate in interviewing prospective flight attendants.
• Companies are also employing new technologies to gain feedback.

• If you enjoy simply watching other guests, you may think of them as part of the service environment.
• Ifother guests are especially important to your enjoyment of your experience, you might even consider them a part of the service product itself.
• Water parks, like many other service situations where the emphasis is on "having fun," fun," rely to some extent on other customers being part of the fun. Thus, many people get great enjoyment out of watching other people.

• The customers should not ________those parts of the experience

companies need to "_____" the customers on how to take advantage of the service product.

These unpaid "employees" must have the ________________ (KSAs) to successfully co-produce the service experience.

Think of guests as__________ and "manage" them accordingly ___________

The growing number of self-service technologies like ______________

If guests are involved in the design of the experience, by providing feedback on their prior experiences, they have the opportunity to _________ the experience before it happens

But a ____________seeks to identify what the customers want and involves them in the co-creation of the experience, before, during, or after the actual experience itself.

Impowering guest to ______________

- Everyone has asked a friend or colleague about a hospitality