Chapter 2 Service Quiz

Service is...

• The area in a hospitality business that guests usually see.

• An activity that is done for another person.

• A customer who purchases products or services from a hospitality business.

• An interaction between a customer and a staff member.

A customer who purchases products or services from a hospitality business is called a

• employee

• service

• quality service

• guest

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 is not an intention of a customer service plan?

• Effectively handle negative encounters.

• Reduce customer and employee stress.

• Encourage irritating customers to leave.

• Retain customers.

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

• True

• False

______________________ are employees whose work rarely involves interacting with customers.

• front-of-house employees

• back-of house employees

• front-of-the-house

• back-of-the-house

The area in a hospitality business that guests usually see is called the ____________________.

• back-of-the-house

• front-of-the-house

• front of the house employees

• back-of-the-house employee

A time when the customer’s experience makes a bigger impact on customer satisfaction than at other times is called a _________________________.

• customer-focused employees

• critical moment

• service encounter

• back-of-the-house employees