Post Test

These are topics of Perfecting The Ultimate Luxury Service Experience, except?

• Understanding Luxury Service

• The Spirit of Kindness

• The Habits of Great Service

• Creating Own Luxury Service Brand

People who understand their customers are more likely to provide ready solutions, as well as knowing what the customer is looking for before they even ask a question. This is the definition of?

• Empathy

• Listening

• Using The Right Language

• Understanding Costumers

Why do the customers saying thank you?

• Because they feel appreciated for their time. They don’t feel like they’re wasting their time

• Because they feel very ingratitude

• They feel highly unrespected for the service

• They unsatisfied with the staff

On creating own luxury brand, create a compelling brand story and personalize the experience for your customers are the highlights. This is the definition of?

• Deliver a Quality Experience

• Make Sure You Stand for Something

• Never Stop Learning

• Saying Thank You

High End Amenities, Personalized Attention, Exclusivity, Quality, Status are the parts of?

• The Habits of Great Service

• The Spirit of Generosity

• Creating Own Luxury Service Brand

• Understanding luxury service

Which of the following is an example of empathy?

• Feeling angry when a customer insults you

• Shouting at a customer who shouts at you

• Understanding tired feeling of the customer after travelling all day

• Feeling timid and withdrawing when a customer suggests your business is inadequate

Craftmanship is The Thread that Runs throughout Their Perception of Luxury. This is one of Kempinski's company perspective on luxury. What does it mean?

• They believe luxury should be felt, through the warmth and attentiveness of their people, and the uniquely original experiences they craft.

• Through their natural curiosity and spirit of adventure, they embrace what they call Culture Empathy an understanding of the customs and traditions in each of their locations

• Perfecting luxury hospitality is a marriage of specialist knowledge, artistry, skill, and constant attention to detail.

• Savoring the moment: appreciating its quality, its different shades, and taking time to engage all the senses.

The goal of The Ultimate Service Experience?

• Writing a good review on website

• Giving an abundance tip

• Normally a satisfied customer will return at some point and will also recommend to others your services.

• The guests feel luxury because of the decor and furnishing

They are those that deliver the service, exceed the guest’s expectations, build rapport, and create memories of emotional proportions is the definition of?

• Ultimate

• Luxury

• Exclusivity

• Personalized

Why do we need to stand for generosity?

• Because pretend to be care is hard

• Because we act with kindness but hoping for something

• Because we expecting of receiving something back in return

• Because the more generous they are, the more everyone around them is likely to believe in the greatness of the organization.