Building a Service Culture

1. LECTURE OVERVIEW

This lecture is about building a service culture. It is about the customer satisfaction, service excellence, the role of service, the service encounter and the service gaps.

2. MY THOUGHTS, VIEWS & CRITICISM

Customer satisfaction is having what the customer want, when they want it, where they want it, at the right price and place. I agree to this statement as customer satisfaction is how much the customer is satisfied with the service. Customer service is all about feedback, behaviour, reinforcement, and satisfaction & success. I agree to every single factor as firstly, feedback is asking what the customer really wants in our service to make them happy, and then the behaviour of the staff must be deal in professionally and not personally. Reinforcement is solve problem without blaming your customer, yourself or your co-worker while satisfaction & success is having better quality in the service, create lasting impression which results in customer satisfaction.

From the above photo, it shows that a waiter is providing an excellent customer service.

Service excellence is to provide customers with a positive experience every time they come to the shop. I agree to this statement as I believe to provide customers with positive experience, service personnel need to put in effort in their service.

The service encounter is about successful service personnel understand how to control service encounters to ensure that guests are satisfied. I agree to this statement as different guests require different treatment of service.

3. HOW I APPLIED THOSE LEARNING OUTCOMES

I applied these during my service skills methodology tutorial which require us to work in a fine-dining restaurant and a café. We need to know what the customer want, and then provide it to them, and then when they want the service to be provided, where they want it to be, and at the right time. In my case, I did waiter for my service at Top Table, the fine-dining restaurant and I applied service excellence by ensuring all guests that come in are satisfied with our service. And also I treat each guest differently as each guest’s wants and needs are different and they expect different service from us.

4. HOW THEY HAVE HAD AN IMPACT IN YOU

After knowing these, I have learnt the important of customer’s feedback and not only the feedback but the follow-up which are ensuring the correct behaviour, then make adjustment to solve the problem and provide an excellent customer service. I will now reading every guest’s feedback and ensure we do necessary changes in order to provide a better service to the guest next time. This will allow service excellence and customer will have positive experience.

5. HOW THEY ARE RELEVANT TO YOU

It is very relevant as now we are having the service skills methodology module which allows us to run the fine dining restaurant and the café which must interact with the guests as they dine in. With this knowledge, I am able to provide a better customer service, and ensuring every guest provide a feedback to us so that we can know our mistake and try not to do that particular mistake again.