customer service and hospitality

Which of the following best defines customer service?

• Act or manner of serving food and beverages.

• All positive moments experienced between hospitality employees and customers.

• Someone who purchases products or services from a business.

• Total customer experience with a business.

Which of the following is an example of empathy?

• Feeling angry when a customer insults you.

• Feeling timid and withdrawing when a customer suggests your business is inadequate.

• Shouting at a customer who shouts at you.

• Understanding the tired feeling a customer has after traveling all day.

Which of the following helps meet the acceptance and esteem needs of customers?

• Calling the customer by name.

• Creating a sense of safety.

• Providing quality food.

• Providing good lighting.

Which of the following are examples of back-of-the-house employees?

• Front desk clerks, reservation agents, and bell attendants.

• Hosts, hostesses, and parking attendants.

• Housekeepers, building engineers, and laundry attendants.

• Servers, cashiers, and concierges.

Which of the following is not a description of quality service provided by a customer-focused employee?

• Responding quickly to customer requests.

• Avoiding immediate eye contact.

• Having good posture and appearance.

• Smiling warmly at the customer.

The key to resolving customer complaints is to ____.

• emphasize that others have had similar complaints

• blame someone else

• make sure the customer realizes you are right

• ensure the customer’s satisfaction

A customer service problem happens when

• A customer asks for the manager
• serving the customers becomes unprofitable
• customer complaint is ignored
• customer service does not meet expectations

Interpersonal skills are valuable to an employer because they include the following:

• Hard Skills
• Communication & Social Awareness 
• Service Breakdown
• Psychological Distracters

Providing the same good service and products to customers each and every time they come to a business.

• service encounter
• consistent quality service
• customer satisfaction
• customer service

Interaction between a customer and a staff member.

• service encounter
• word-of-mouth publicity
• empathy
• customer focused employee