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A customer provides negative feedback. What do you have to do?
What’s the purpose of the feedback process?
Customer focus is very important in the hotel and catering industry. What three phases can you distinguish in a catering establishment in the contact with customers?
As the previous question indicated, customer focus consists of the phases reception, stay and farewell.
Which two points are very important to stay in touch with the customer during the “stay” phase?
As the previous question showed, “the stay” phase consists of observing and checking. Observing means keeping an eye on the customer. Does the customer still want to order something for instance?
What is meant by checking the customer?