Customer Service in Hospitality

Quality service is the key to establishing and maintaining a successful business.

• True

• False

Word-of-mouth publicity is often used in television advertisements for hospitality establishments.

• True

• False

Word-of-mouth publicity can give a business good or bad publicity.

• True

• False

The words guest and customer are often used interchangeably in the hospitality industry.

• True

• False

Eye contact communicates that the customer is important, and shows that you are giving your total attention and your willingness to serve.

• True

• False

Good posture includes the following: relaxed yet alert, head up, shoulders back, look interested, and project an attitude of enthusiasm.

• True

• False

Calling customers by name does little to encourage them to return.

• True

• False

When customers call on the phone, it is not important to make a good impression because they cannot see you.

• True

• False

Taking too long to deliver a customer check has little impact on the customer’s experience when other critical moments have been successful.

• True

• False

A customer service plan is a plan customers can follow when they have had a negative encounter with a hospitality business.

• True

• False