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CHAPTER 7. The Guest Service of Events. After reading this chapter, you should be able to:. •. Apply the five stages of ensuring customer service to an . event •. Identify and explain the different types of meetings and . events and their specific challenges as related to customer . service •. Identify and explain the different types of customers or . attendees and their specific challenges as related to . customer service •. Describe how to ensure quality service during pre­event, . event, and post­event activitiesCopyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Special Pressure from . Events. Consider the following:. •. Nearly everyone is emotionally invested •. This could be a once­in­a­lifetime event for the . participants •. Tens or hundreds of thousands of dollars or more will go . into this event •. It is on display for everyone to see •. It typically happens once and cannot be re­done •. People’s health and safety are at risk •. Staff intensely plans for several months to over a yearCopyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Chapter Structure. •. A structure is given for managing these variables:. 1. Assess the environment. 2. Predict outcomes. 3. Plan success. 4. Monitor weaknesses. •. If handled with . 5. Assess quality. professionalism, planning, . and appropriate responses . to their needs, the event is . likely to be a success. Photo courtesy of S. © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Assess the Environment. •. Types of Meetings. – Lecture. •. Formal, structured, speaker. – Forum. •. Multiple speakers, moderator, open to question­. and­answer sessions with audience. – Retreat. •. Less formal, typically smaller in size and at a . location remote from business offices, great for . © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Assess the Environment . (cont’d). •. Types of Meetings (cont’d). – Clinic. •. Specialized training. – Exhibition. •. Vendors display, in conjunction with another type . of meeting, built­in audience. – Conference. •. Meeting, typically for specialty area to discuss . advances. – © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Assess the Environment . (cont’d). •. Types of Attendees. – There are many types of attendees. . – Each type has their own special set of needs and . expectations:. •. Corporate. •. Associations. •. General public. •. Social, milit