1. What are service obstacles.
Service obstacle is the barriers that affect the customer service delivery. For example, when a customer or guest seeks some answers from a staff, and the staff claims that the guest waits to get a feedback. This frustrates guests and in the end, customers may not like the service. In addition, customer obstacle entails the failure of the staff to communicate well or give quality service to the customer.
2. How can you identify service obstacles?
Service obstacle can be identified through the feedback from the customers, the popularity of the hotel, since a good hotel that has excellent services have many customers compared to lowly attended hotels, which may have poor reputation due to their services (Snow, 2010).
3. What is a Formal Service Obstacle System?
4. What components must be present in the development of a Service Obstacle System?
The components that should be present in the development of a service obstacle system include mechanisms for the employees to be able to handle obstacles, experts in the field of customer service and communication.
5. Who needs to be involved in the removal of service obstacles? Why?
The employees should be the first priority to be involved in the development of the system, since they are the key elements and get in touch directly with the customers and the guest. Usually in service delivery. For example, in accommodation and catering services.The management team needs to be involved in the removal of the obstacles since they are the final decision makers and are well experienced in the work they do (Snow, 2010).
6. What does it mean to "?? track the status of service obstacles""
“Track the status of service obstacles,” this means making a follow up to find the route cause of the obstacles that occur in the hotel.
7. Why is it important to communicate the solution and how should it be communicated?
The solutions found by using the system should be communicated to the staff and the entire employees of the restaurant, by holding a forum with them to explain the solutions and how they will be implemented (Snow, 2010).
8. Why is it important that looking for service obstacles doesn't"? Become a finger pointing session?
The essence of looking for the service obstacles is treated as a benefit for the hotel so that no one is pointed to be the cause of a problem rather finding a solution to reduce intimidation and disappointment (Snow, 2010).
Reference
Snow, D., & Yanovitch, T. (2010). Unleashing excellence: The complete guide to ultimate customer service. Hoboken, N.J: Wiley.
