CASE STUDY The Trafalgar (part two): Service Excellence Description This case study is based on information kindly provided in 2006 by The Trafalgar Hotel London, taken mainly from a customer service training presentation and the Staff Handbook. It is the second of three case studies about the hotel. It includes details of: • The Trafalgar’s Service Excellence approach • customer service advice for staff and checklist • presenting a positive professional image • positive personal presentation standards • dealing with customer complaints • hotel departments and internal customers Suggested learning inputs/activities Levels 1/2/3 The contents of this case study are relevant for a variety of Hospitality, Leisure, Travel & Tourism qualifications. They can be used in many different ways, adapted for the needs and level of the class. Student Worksheet – Service Excellence Springboard Education has written a Student Worksheet which builds on The Trafalgar Service Excellence case study. You can download the Worksheet from the Teaching Resources section of Resource Gateway. (Teacher Hint - possible answers to Worksheet Task 4 may include: wasted effort, poor communication, lack of co-ordination, mistakes, conflict with colleagues and other departments, lost revenue, dissatisfied customers.) Other suggested learning inputs/activities Here are some other examples of how the case study can be used in the classroom. Teacher Inputs: • Teachers can use the whole case study as the basis for teacher inputs, supported by handouts and/or OHT slides. • Where the emphasis of a qualification is on practical aspects of customer service, teachers may wish to base a session on relevant extracts e.g. the customer service checklist on page 5, the slides about communication on pages 6/7 and customer complaint handling on pages 10/11. • Pages 12-15 provide a useful handout on which to base discussions about working in a hotel, operational departments, internal customers, working within teams and the ‘Service Chain’. Learner Activities: • Individual, then pairs. Think of someone you know who has the right service attitude and someone you know who has the wrong service attitude. Describe the behaviour of each person. Discuss with a partner the behaviours and situations that irritate you. Think of some tips to help you handle these and help you develop a positive attitude. • In pairs learners produce a Customer Service checklist. At the end, give out the checklist from the case study. Whole class discussion comparing ideas. • Hand out copies of The Trafalgar’s dress codes. In groups learners discuss the contents, then use them as the basis for producing a dress code for a different organisation. • Role plays – students prepare for, and then act out, role plays as members of staff and customers of The Trafalgar. The Introductory case study contains information about products and services which should help learners to provide good customer service.
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