A customer is a person who pays for goods & services.

• True

• False

In the Hospitality Industry another term used in place of customer is:

• Visitor

• Nuisance

• Guest

• Student

Choose an example of good customer service.

• Food service assistants stands with their backs to the customer

• A food service assistant smiles and greets the customer politely & promptly

• A food service assistant chews her nails whilst waiting for her customer to make their choice.

• A chef shouts at a colleague when they make an error with a food order.

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.

• Customers who enjoy their experience, will spend more money.

• The business will not expand.

• The business will get bad reviews.

When greeting a customer you should always............

• smile and shake their hand

• tell the customer how you feel today

• have open body language

• multitask and ask them to repeat

Usually it's easier to _________________________ an existing customer than to gain a new one.

• stick
• keep
• hold
• leave

A key benefit of offering good customer service is ............

• Lower costs

• Repeat business

• Reduced tax

• less customers

Customers are the people who actually provide money for hospitality businesses, including salaries.

• True

• False

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

• True

• False

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

• True

• False