Chapter 2: The Heart of Hospitality

What is the number 1 reason that customers don't return to a business?

• good service

• poor service

• mediocre service

• great service

What is quality service?

• service that meets or exceeds the customers expectations

• service that doesn't meet or exceed the customers expectations

• service that has quality

• service that has quantity

Customer-focused employees make immediate ______ contact with customers.

• hand

• foot

• eye

• ear

Quality service brings repeat customers.

• True

• False

Smiling warmly at customers and responding quickly to customer's requests are positive characteristics of customer-focused employees.

• True

• False

The 3 forms of communication are _________, __________, and ________.

• verbal, nonverbal, and facetiming

• verbal, nonverbal, and breathing

• verbal, nonverbal, and written

• verbal, nonverbal, talking

________ is an activity done for another person.

• Hospitality

• Service

• Customer service

• Partying

All customers expect to be treated with ______________.

• bias and fairness

• dignity and respect

• hatred and disrespect

• rudeness and criticism

Another word for customer is ________.

• visitor

• employee

• friend

• guest

A service encounter in the hospitality business is between ______________.

• customer and customer

• customer and employee

• employee and employee

• employee and manager