L2 1-5

• Greet customer - is the provision of service to customers before, during & after purchase
• Greet customer/ guest - \According to Turban et al. (2002), it is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer's expectation.

  • It also refers to the culture of the organization -
• specific skills that can an employee master to WOW the customer - patience, clear communication skills, attentiveness, knowledge of the product, ability to use positive language, acting skills, time management skills, ability to read customers, calming presence, goal oriented focus, ability to handle surprises, persuasion skills, tenacity closing ability, willingness to learn
• attentiveness - The ability to really listen to customers is so crucial for providing great service for a number of reasons. 
• knowledge of the product - The best forward-facing employees in your company will work on having a deep knowledge of your product works.
• ability to use positive language - Language is a very important part of persuasion, & people create perceptions about you & your company based off of the languange that you use. 
• Time management skills - is important that an employee spends time to each customer; however, the bottom line is that there is a limit, & you need to be concerned with getting customers what they want in an efficient manner.
• acting skills - Sometimes, you're going to come across people that you'll never be able to make happy.
• ability to read customers - You won't always be able to see customers face-to-face, & in many instances you won't even hear a customer's voice
• calming presence -  is having the ability to stay calm & even influence others to be calm when things get a little hectic
• goal oriented focus - This may seem like a strange thing to list as a customer service skill, but I assure you that it is vitally important.
• PERSUASION SKILLS - This is one a lot of people didn't see coming! Experienced hospitality personnel know that oftentimes, you will get messages in your inbox that are more about the curiosity of your company's product, rather than having problems with it.
•  tenacity - great work ethic & having the willingness to do what needs to be done is a key skill when providing the kind of service that people talk about
• willingness to learn -  is the most important skill hospitality personnel must have within. This is the ingredient to growing & improving.
• closing ability - Being able to close with a customer means being able to end the conversation with confirmed satisfaction & with the customer feeling that everything has been taken cared of
• A guest should be greeted within 30 seconds of entering your hotel.
• tips on how to greet customer - smile with your greeting, show dont tell, stop what you are doing, ask questions, dress professionally
• steps in identifying customer needs - know your product, determine your goals, analyze past interactions, build customer profile,
• Research has shown that customer service is one of the biggest factors in a company's success. 
• tips in delivering exceptional customer service - respond quickly, use the right employees, listen, exceed customer expectations, respect your customer, dont ignore little things
• benefits of good customer service - customer loyalty, word of mouth advertising, business reputation growth, product/ service evaluation, successful business strategies, reduced risk of business failure, reduced employee turnover, improved employee morale, increased efficiency
• website - providing areas on your website where customers can answer their own questions or seek answers from other.
• Using email as a way to improve customer service & more quickly respond to certain needs or help requests.
• Unifying communications so that you know that customer who left a voice mail also sent an e-mail with the same requests a few days ago
• software - Better managing customer relationships with more sophisticated data-gathering tools, such as customer relationship mgt. software
• Data management and analytics - Using data collected from customer to analyze their preferences
• Insight driven marketing - Gaining insights into your business from customer data so you can more effectively target marketing.
• Marketing automation - Streamlining & automating business processes to improve efficiency and keep costs low.
• • Self service optimization - Finding ways for customers to interact with your business when they want.
• workforce effectiveness -  Encouraging your staff to embrace new ways improving customer treatment by providing tools and training to deliver better service.