Customer Service

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 are examples of back-of-the-house employees?

• Front desk clerks, reservation agents, and bell attendants.

• Hosts, hostesses, and parking attendants.

• Housekeepers, building engineers, and laundry attendants.

• Servers, cashiers, and concierges.

Which of the following is not a description of quality service provided by a customer-focused employee?

• Responding quickly to customer requests.

• Avoiding immediate eye contact.

• Having good posture and appearance.

• Smiling warmly at the customer.

Which of the following is an example of a well-groomed and clean employee?

• Wearing a soiled uniform.

• Having lip, nose, and eyebrow piercings.

• Wearing a clean apron.

• Wearing badly chipped nail polish.

Which of the following statements is best to use if you are busy and cannot get to a customer immediately?

• “We are so busy. You will have to wait.”

• “Welcome to our restaurant. I will be right with you!”

• “It will be about five minutes before I can get to you.”

• “Wow, we are busy today! Do you mind waiting for awhile?”

The key to resolving customer complaints is to ____.

• emphasize that others have had similar complaints

• blame someone else

• make sure the customer realizes you are right

• ensure the customer’s satisfaction

The key to resolving customer complaints is to ____.

• emphasize that others have had similar complaints

• blame someone else

• make sure the customer realizes you are right

• ensure the customer’s satisfaction

•Hospitality services need to provide for customers’ physical and _____ needs.

• Mental

• Psychological

• Physical

• Biological

Making immediate eye contact and responding quickly to customer requests are examples of being a(n) _____ employee

• job-focused

• employee-focused

• customer-focused

• self-focused

What are critical moments in hospitality?

• Service encounters that have big impact on customer satisfaction

• Service encounters that have NO impact on customer satisfaction

• Service encounters that have small impact on customer satisfaction