Title: Evaluate methods to determine customer service satisfaction.
Course: Hospitality, Recreation, and Tourism II (16999-II) > Section: Demonstrating Techniques for Guest and Customer Service

Evaluation should include using

- surveys
- focus groups
- interviews
- online reviews
- internal audits.

Process/Skill Questions:

Thinking

- What are the options for conducting an evaluation?
- What are the limitations of any evaluation?

Communication

- What are ways to deal with an unreasonable customer?

Leadership

- How do leaders reward employees who are receiving consistent positive evaluations?
- How can leaders serve as role models for high quality customer service?

Management

- How can managers encourage customers to complete surveys?
- Why are some complaints best handled by management only?