The key interaction in food service operations is the customer
service transaction. The operation's employees interaction with
their customers frame the customer's opinions of the operation and
whether or not they will return and/or refer the operation to their
friends. The better management and their staff understands the
attributes of the customer service transaction the better they will
be able to serve their guests.
This topic is based upon an article that looks at the perception of service as it is understood today and the attributes of the customer service transaction. You will access the article through a URL provided to you in the first assignment of the topic.
Each part of the transaction is looked at in detail where it is determined which of the areas management has control over and which they do not.
This article caused me to look at the customer service transaction in a whole different light, I hope it does the same for you!
Upon completion of this topic you will;
Better understand customers perceptions of service,
Describe the three components of the customer service transaction,
State the attributes of the customer service transaction.
To complete this Topic successfully, please complete the following activities in the order shown below:
GROUP ASSIGNMENT 1: Do assignment #1, follow the directions and enjoy!
Go on to The Key Points of Customer Service
Go back to Customer Service
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