REVISION SHR20083

World ​ (a)   cus­tomer ser­vice is the ​ (b)   to ​ (c)   meet or exceed a ​ (d)   ​ (e)   . 

• class
• abil­ity
• con­sis­tently
• customer’s
• expectations

A customer will use ​ (a)   clues, such as ​ (b)   and ​ (c)   of tablecloth and ​ (d)   , to make ​ (e)   about the product or service.

• tangible
• menu prices
• quality
• utensils
• assumptions

The luxuries provided by the hotel to the customers are called ​ (a)   products.

• intangible
• tangible

Air-conditioned, restaurant ​ (a)   food and drinks to customers are a ​ (b)   product and the ​ (c)   provided to the customer is an ​ (d)   products.

• supply
• tangible
• chillness
• intangible

Customer perception is defined as the way that customers usually view or feel about certain products and services.

• True

• False

Which is CORRECT about the importance of service quality system?

• ability to remain a market force in an increasingly competitive and diverse marketplace.

• ability to sustain growth and increase profitability over the long-term.

• providing a memorable shopping experience

• will continue to create lasting value for the consumer

• All of the above

Reorder the following SERVICE QUALITY SYSTEM FRAMEWORK

• Do

• Act

• Check

• Plan

Why Do Customers Complain?

Customer ​ (a)   also is important in detecting certain ​ (b)   ​ (c)   among consumers.

• feedback
• technological
• trends

4 SIMPLE WAYS TO GET CUSTOMER FEEDBACK are ___________