1. The document discusses the importance of customer service and defines key concepts like internal and external customers. It outlines the six basic needs of customers: friendliness, understanding, fairness, control, options, and information. 2. The document describes a personal experience where the presenter received preferential treatment over another customer at a hotel, and how this failed to meet customer needs fairly. 3. The conclusion emphasizes treating all customers equally according to rules and finding alternatives to ensure customer delight and return business.

1. Customer Service

4. P

12. Good, Bad, & Excellent Service

22. M1 / M3

27. M2 / M3

29. The Bridge to Our Customers Customer Delight

30. CUSTOMER EXPECTATION CUSTOMER SATISFACTION CUSTOMER SATISFACTION+ CUSTOMER DELIGHT

32. D1

34. D2 / D3

38. THANK YOU