
POH Unit 2 Customer Service Quiz
Authored by Stefani Lindstrom
Arts
9th - 12th Grade
Used 24+ times

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30 questions
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1.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
2.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
An employee who can anticipate customer needs.
Quality Service
Customer Satisfaction
Customer Focused Employee
Back-of-the-house
5.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
The total customer experience within a hospitality business.
Empathy
Word of Mouth Publicity
Critical Moment
Customer Service
6.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
7.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
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