HSC Revision Quizziz_Chapter 4_Year 2023

When handling guests' feedback, one of the strategies is to 'repeat the guests' concerns. Service representative can do so by (a)   or repeating the concerns back. to show that he has listened and understand what the issue is.

Which of the following defines one's ability to bounce back from adversity compared to one's peers?

• Emotional Quotient

• Intelligence Quotient

• Reflective Quotient

• Resilience Quotient

Which of the following falls under the category of 'surveys'?

• Written Questionnaires

• Customer focus group

• Customer panel

• On-site customer visit

Identify the disadvantages of Customer Focus Groups.

[Select all that applies]

• High Cost

• Unable to probe further for clearer feedback

• Range of outreach is limited, not extensive

• Unable to track customer identity

"My stay was alright, just a suggestion to add bidet to the bathroom for more convenience. " Classify the feedback type.

• Negative response

• Neutral response

• Complaint response

• Positive response

Which of the following can affect Customer Touch Points? [Select all that applies]

• Appearance of service staff

• Tone of voice of reservation agent

• Design of hotel room

• Budget of customer

______ moments of truth occurs when a customer purchases a product and experiences its quality as per the promise of the brand/organisation.

• Zero

• First

• Second

• Ultimate

Job knowledge of staff and Product quality can only meet the ______ expectations of customer, but still insufficient to meet the ______ expectations of customer.

• emotional ... ... delightful

• emotional ... ... practical

• practical ... ... emotional

• needs... ... wants

(a)   , otherwise known as word-of-mouth, is a powerful tool. 92% of consumers believe recommendations from their friends and family over advertisements.

Mr. Alexander always book hotels under the Hilton brand when he travel overseas. He expects the Hilton brand to maintain (a)   in terms of their products, service and guest experience.