AC1: The industry (Slides 249 - 278)

If you provide any sort of accommodation, serviced or self-catering, the Equality Act 2010 applies to you.

• True

• False

Basic Customer Services Include: (Pick 4)

• Cleanliness

• Adequate safety/security

• Bathroom plumbing

• Michelin star food

• Lighting

Poor customer service can (Pick 2)

• discourage customers from returning

• promote business

• lead to good reviews

• encourage them to turn to competitors.

Good customer service can (Pick 3)

• Improve your hygiene rating

• Provide an edge over competitors

• Encourage customers to pay more to be certain of receiving good service

• Lead to higher profits

What are key traits when dealing with a customer complaint? Pick 2

• If it's not your fault blame the other member of staff

• Allow the customer to make their point (do not take things personally)

• Listen with empathy

• Never apologise in case you can get sued

Which of these is NOT a good Characteristics of Customer Focused Employees:

• Maintain eye contact

• Welcoming smile

• Respond to requests quickly and efficiently

• Don't directly look them in the eye when speaking

Quality service is integral to securing repeat business and being successful.

• True

• False

Social media is an important tool for businesses to be successful?

• True

• False

The customer needs and expectations of a business person are the same as a couple on a romantic get away?

• True

• False

Name the cooking technique:

Translated as “under vacuum,” this French term means that the food (usually meat or vegetables) has been cooked in an airtight plastic bag submerged in a temperature-controlled water bath for a very long time.

• Sous-Vide

• Flash Frozen:

• Faux Caviar

• Deconstructed

• Powdered Food