HRT 3017 1-3 Terms - Chapter 3 Problem Solving for Guest...

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Chapter 3: Problem Solving for Guest Service Terminology Duty of loyalty : Regarding employees, it implies they have a responsibility to act in the best interest of the business in all of their actions. This means they should: want to help, be empathetic, give their full and personalized attention, and have a sense of pride regarding their work. Emotional intelligence (EI) : A view of personalities, personal encounters, and success. It consists of four dimensions: self awareness—knowing your emotions; self-management—controlling your emotions; social awareness—knowing others’ emotions; and relationship management—the ability to manage interactions with others. Emotional labor : Psychological demands of customer service. Empathy : Understanding and compassion for someone else’s emotion. When expressed, it often creates a connection between the staff member and the customer. G.U.E.S.T. : An acronym for Greet, Understand, Empathize, Suggest, Track. G.U.E.S.T. can be easily adapted to resolving customer issues. It is straightforward but detailed enough to serve as a foundation for others to follow. Intent to return : The belief of a customer that he or she will patronize the establishment or services in the future. Keep important stuff simple (K.I.S.S.) : Also known as “Keep it simple, stupid,” the idea that processes doesn’t always need to be complicated. Instead, keep processes as simple as possible, thus reducing the chance for error.
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