POH Unit 2 Customer Service Quiz

POH Unit 2 Customer Service Quiz

9th - 12th Grade

30 Qs

quiz-placeholder

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POH Unit 2 Customer Service Quiz

POH Unit 2 Customer Service Quiz

Assessment

Quiz

Arts

9th - 12th Grade

Easy

Created by

Stefani Lindstrom

Used 24+ times

FREE Resource

30 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Media Image

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

Media Image

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

Media Image

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

Media Image

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

Media Image

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

Media Image

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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