POH Unit 2 Customer Service Quiz

Informal conversation people have about their experience with a business. When people talk good or bad about a business.

• Impact Conversation

• Word of Mouth Publicity

• Empathy

• Customer Service

Employees who rarely interact with customers. (Chefs, cooks, dishwashers, housekeepers, etc)

• Front-of-the-house

• Back-of-the-house Employee

• Consistent Quality Service

• Front of the House Employee

An interaction between a customer and a staff member. The basic building blocks of quality hospitality service (before, during, & after)

• Front-of-the-house

• Customer Satisfaction

• Service Encounter

• Word of Mouth Publicity

An employee who can anticipate customer needs.

• Quality Service

• Customer Satisfaction

• Customer Focused Employee

• Back-of-the-house

The total customer experience within a hospitality business.

• Empathy

• Word of Mouth Publicity

• Critical Moment

• Customer Service

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

• Empathy

• Quality Service

• Consistent Quality Service

• Service

A time when the customer's experience has a bigger impact. It is a moment that is bigger to the customer than other moments.

• Customer Service

• Service Encounter

• Critical Moment

• Service Encounter

The ability to put yourself in someone else's shoes and know how that person feels. It helps to figure out what customers need.

• Back-of-the-house Employee

• Critical Moment

• Front-of-the-house Employee

• Empathy

An activity that is done for another person. It's also called, "The Heart of Hospitality."

• Empathy

• Customer Focused Employee

• Word of Mouth Publicity

• Service

Employees whose main function is to interact with the customers. (Servers, cashiers, hosts, front desk, etc)

• Back-of-the-house Employee

• Customer Service

• Front-of-the-house Employee

• Word of Mouth Publicity