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Enhancing Customer Service Through Research and Recommendations: A Comprehensive CPAC Analysis

This culminating project assessment (CPAC) focuses on delivering exceptional customer service, reflecting on insights gathered from Yelp, feedback sites, site visits, and interviews. The analysis reveals positive and negative aspects, such as the welcoming demeanor of staff versus unfounded complaints about cleanliness and professionalism. Challenges like language barriers and external distractions were identified, alongside strategies for improvement, including staff training, a mandatory dress code, consistent cleanliness protocols, and effective communication techniques to enhance customer satisfaction and engagement.

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Enhancing Customer Service Through Research and Recommendations: A Comprehensive CPAC Analysis

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Presentation Transcript

  1. Culminating Project Assessment for Certification (CPAC) For Delivering GREAT customer service

  2. Research • Yelp • Feedback Sites • Site visit • Interview

  3. Site Visit Positive • Friendly • Brought out food Negative • Unprofessional • Unclean

  4. Analysis of interview Language Barriers Time-Management External Stress There are Customer Service complications External Distractions Customer Mood Hearing Understanding Orders Other Customers

  5. Analysis of research findings Wrong Order Unclean Surfaces Stress only a minor Issue Two Consistent Complaints Site Issues Interview Wait time Immodesty of Employees Language Barrier Issues

  6. Effective ways to communicate Three I’s of eye contact Listen and stay focused Repeating customer needs Assertive Positive and energetic

  7. Recommendations • Create, Implement, and Maintain Dress Code • Improve Job Specification: create distinction • Require check off for constant cleaning detail • Train Employees on Service Techniques

  8. Good customer service • Welcoming • Engaged • Enthusiastic • Aware • Personal

  9. Psychology and customer service

  10. Four phases of service

  11. Comparison Only need to satisfy the housing needs of customers Post service is more effective Less intensive service Interactive greeting process Pre-service is very important High expectation/little room for error Customers have a greater quantity of needs Different complications are more common i.e. sea sickness More intensive service

  12. Culminating review • Research • Site Visit • Interview • Internet • Recommendations • Good Customer Service • Psychological Aspects of Service • Four Phases of Good Customer Service • Industry Comparison

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