Answer to Question 1
The three key components of a high-quality customer service system are standards, processes, and tasks designed to ensure high-quality customer service. Standards are the items, tasks, behaviors, and practices of an operation that represent the desired norm for the business. A process is a series of operations or tasks to be completed to bring about a desired result. A task is a responsibility, function, or procedure that is performed as part of a process. To achieve high-quality customer service managers identify standards, develop processes, and ensure needed task are completed.
Answer to Question 2
High-quality customer service includes all processes used and actions taken by managers to consistently exceed their customers' expectations. This includes the guests' expectations for products, service, and the overall dining experience, including the personal attention. The goal of high-quality customer service is to create exceptional value for the customer and profits for the operation. High-quality customer service most often includes a high level of personal service. The personal attention provided during service delivery includes friendliness, sensitivity, interest in customers, and the ability to manage difficult situations. High-quality customer service also includes timeliness, speed of service, consistency, and, as needed, correction of service errors.
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Josiah Wedgwood, Queen's Ware dinner service (detail).
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