Customer Service Test

Which is not a way to provide consistent and reliable service?

• Product knowledge
• Dealing with problems
• Long waiting time
• Short waiting time

A customer service problem happens when

• A customer asks for the manager
• serving the customers becomes unprofitable
• customer complaint is ignored
• customer service does not meet expectations

Interpersonal skills are valuable to an employer because they include the following:

• Hard Skills
• Communication & Social Awareness 
• Service Breakdown
• Psychological Distracters

In order to provide good service, employees should give customers...

• Free Products
• Limited Information
• Political Opinions
• Complete Attention

What do customers expect business employees to be?

• Well- Informed
• Irresponsible
• Wealthy
• Laid- Back

How should you deal with a furious customer yelling at you because of a billing error?

• Fight them
• Blame the billing department
• Find out what caused the mistake
• Call the supervisor to complain about their attitude

What staff are responsible for displaying a customer-service mindset?

• Those with direct customer service
• Management
• Those with indirect customer service
• All staff

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.
• Customers who enjoy their experience, will spend more money.
• The business will not expand.
• The business will get bad reviews.

A good _______________ is essential to a business when providing customer service

• speaking voice

• attitude

• first impression

• hair style

Which of the following best defines customer service?

• Act or manner of serving food and beverages.

• All positive moments experienced between hospitality employees and customers.

• Someone who purchases products or services from a business.

• Total customer experience with a business.