| A | B |
|---|
| service | An activity that is done for another person. |
| customer service | Total customer experience with a business. |
| customer | Someone who purchases products or services from a business; also called guest. |
| guest | Customer who purchases products or services from a hospitality business. |
| empathy | Ability to put yourself in someone else's shoes and know how that person feels. |
| customer satisfaction | Positive feeling customers have about a business that meets their needs. |
| quality service | Service that meets or exceeds customer expectations. |
| consistent quality service | Providing the same good service and products to customers each and every time they come to a business. |
| service encounter | An interaction between a customer and a staff member. |
| word-of-mouth publicity | Informal conversation people have about their experiences with a business. |
| front-of-the-house | The area in a hospitality business that guests usually see. In a restaurant, this includes the entrance and the dining room. In a hotel this includes the entrance and the lobby area. |
| back-of-the-house | The area in a hospitality business that guests usually do not see; also called heart of the house. In a restaurant this includes the kitchen and the receiving and storage areas. In a hotel this includes the laundry, boiler room, receiving and storage areas and offices. |
| front-of-the-house employees | Employees whose main function is to interact with customers. |
| back-of-the-house employees | Employees whose work rarely involves interacting with customers. |
| customer-focused employee | Employee who can anticipate customer needs. |
| critical moment | Time when the customer's experience makes a bigger impact on customer satisfaction than at other times. |
