CUSTOMER RELATION & SERVICE

Below are the components of customer service EXCEPT

• Service

• Attitude

• Empathy

• Consistency

What is the main concern of ATTITUDE in customer service?

• Make serving others your number one priority

• How you think about the customer is how you will treat them

• Set high service standards and live them every day

• Look for ways to make each other look good

What is SERVQUAL?

• An instrument for measuring customer service

• Make sure your last impression is as important as your first

• An instrument for measuring service quality

• Do something memorable that the customer didn't expect

What does TANGIBILITY is all about?

(a)  

What is the most important components of customer service

• Service

• Attitude

• Consistency

• All of the components

Which one is CORRECT to describe Pre-arrival & Post departure experience?

• The activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from hotel.

• A person, company, or other entity which buys goods and services produced by another person, company or other entity.

• Anything we do for the customer that enhances the customer experience.

• Anything value, other than physical goods, which one person or organization provides another person or organization in exchange for something.

Customer expectation comes from the past experiences, personal needs ____ __ _____ and external communication about the service.

(a)  

List four (4) types of customers in Tourism and Hospitality Service.

(a)  

Which of the item below is intangible products?

• Bed

• Shower cap

• Shampoo

• Music

Choose the CORRECT answer for tangible product.

• Ambience

• Plumbing

• Lavender scent

• Check-in and check-out speed