General information such as planned service events.
Product or service information.
Preventive maintenance information.
5 to 10 minutes.
15 to 20 minutes.
30 to 45 minutes.
1 to 2 hours.
Knowing your guests.
Merchandizing products and sevices.
Knowing your products and services.
Matching guest needs with your products and services.
A service guarantee.
A money-back warranty.
Total quality management.
Continous process improvement.
Listening and empathizing.
Apologizing and committing to solving the problem.
Identifying a mutually acceptable solution.
Checking back an following up.