Ch. 2 - Heart of Hospitality

What is the #1 reason customers do not return to a business?

• Poor Service

• Bad Food

• Great Service

• A friend told them not to

•Hospitality services need to provide for customers’ physical and _____ needs.

• Mental

• Psychological

• Physical

• Biological

QUALITY service is service that meets or exceeds customers expectations

• False

• True

Making immediate eye contact and responding quickly to customer requests are examples of being a(n) _____ employee

• job-focused

• employee-focused

• customer-focused

• self-focused

What are critical moments in hospitality?

• Service encounters that have big impact on customer satisfaction

• Service encounters that have NO impact on customer satisfaction

• Service encounters that have small impact on customer satisfaction

What are 2 customer relations skills?

• Communication Skills

• The ability to handle customer complaints

• Smiling at a customer

• Poor customer service

Customer experience includes what?

• Staff Performance and courtesy

• Cleanliness of the property

• The way customers are treated

• All of the Above

Service is an activity done for another person?

• False

• True

Customer Service is ??

• The 1st interaction with an business

• The food of the business

• The total experience a customer has with a business

• The final goodbye to a business

Someone who buys products or services from a business is what?

• Customer

• Employee

• Guest

• Child