Hospitality I Unit 5 Customer Satisfaction

Which of the following is NOT one of the people skills employees must have which the segment listed?

• The ability to empathize

• The ability to convey respect for other points of view

• The ability to mediate disputes between customers

• The ability to pinpoint solutions

According to the segment, which of the following are often a business’s most valuable asset?

• Loyal customers

• Products offered

• Services offered

• Managers

One of the quality customer service practices is listening in which of the following ways?

• While completing other tasks

• Actively and aggressively

• While thinking about possible solutions

• Conservatively and seriously

Which of the following is NOT one of the physical needs of customers in lodging?

• Information about the city

• Transportation

• A comfortable bed

• Warmth and care

Which of the following accurately describes morale?

• The size of the workforce of a business

• The mental and emotional atmosphere

• The strength of a business’s reputation

• Ethical standards

Quality customer service involves treating guests like which of the following?

• Partners

• Obligations

• Hassles

• Adversaries

Quality customer service involves encouraging and actively seeking which of the following?

• Effective marketing

• Guest feedback

• Guest complaints

• New employees

Customers do not expect every experience to be problem-free, but they do expect which of the following?

• Employees who make mistakes to be fired

• Problems to be realized without customer complaints

• Experiences with problems to be inexcusable

• Concerns to be dealt with swiftly and satisfactorily

Which of the following is the last step in the process recommended to deal with customer complaints?

• Follow up with the guest to ensure satisfaction

• Listen attentively

• Find a solution to the problem

• Take ownership of the problem and apologize

Which of the following is recommended to encourage employees to display exceptional customer service?

• Punish employees who do not display exceptional customer service

• Install cameras to show employees when customer service is bad

• Reward employees displaying exceptional customer service

• Require customers to treat employees exceptionally