1 Provide Quality Service

What is CSISG?

• a measure of consumer satisfaction

• a measure of customer satisfaction

• a measure of company status

Which one is NOT reason to provide quality service?

• Sales Revenue

• Save on Advertising Expenses

• Build Reputation and Brand Image

• Attract Foreign Workforce

Which one is NOT basic skills of customer service?

• Clear Communication

• Supreme Attitude

• Listening Skills

• Willing to Go the Extra Mile

Which one will NOT form customers' expectation?

• Past Experience

• Word-of-Mouth

• Mass Media

• Leaving a shop

Which one is NOT a way to manage customers' expectation?

• Understand your Customers

• Identify their requirements

• Satisfy their expectations

• Maintain Inconsistency

Which one is NOT ways to meaure quality of service?

• Review the Nos of Feedback/Complaints

• Feedback From Customers Directly

• Monitor Organisation’s Social Media

• Benchmark Against the High Standard

Which factors will NOT affect quality of service?

• More Training

• More Empathy

• More Technology Usage

• Reduce Service Chain

______ is an attitude formed by a long-term, overall evaluation of a company's performance.

• Customer satisfaction

•  Customer retention

• Service quality

• Negative disconfirmation

__________ is a short-term, transaction specific measure of company's performance.

• Customer satisfaction

• Focus group interviews

•  Customer retention

• Service quality

A hotel may feel that its customers prefer comfortable rooms, when, in fact,the majority of the hotel's customers spend little time in their rooms and aremore interested in on-site amenities such as the pool, spa, and restaurants.This hotel is suffering from a:

• knowledge gap

• standards gap

• delivery gap

• communications gap