Be Our Guest - Perfecting Customer Service Chapters 1 - 3 Quiz

Exceeding customer expectations which leaves the customer feeling valued is an example of? 

• Quality Service

• Customer Service

• Experience Service

• Poor Service 

Disney cast members are said to be doing this by creating a lot of small wows that add up to create a big WOW.

• doing what they've been trained to do

• sprinkling pixie dust

• bumping the lamp

• rubbing the genie lamp

Which is the BEST example of "bumping the lamp"

• sweeping the floor at the end of your shift

• offering to carry a customers tray for them when you notice they have small children

• thanking a customer for their business

• smiling and making eye contact when greeting a customer

Which one of these are not one of the points on Disney's Quality Service Compass?

• Guestology

• Delivery Systems

• Magical Experiences

• Quality Standards

Walt told his employees that he wanted them behind their desks working all day to maximize productivity.

• True

• False

Guestology is the science of knowing your guests. ​ (a)   describe the physical attributes of customers. ​ (b)   understand customers mental states, wants and needs, and emotions.

• Demographics
• Psychographics
• Guestology
• Geographics

Match the following Quality Standards with the appropriate description

• treating customers like they want to be treated

• Efficiency

• smooth operations

• Courtesy

• welfare and peace of mind

• Safety

• uninterrupted entertainment of guests

• Show

Quality Standards are the values of an organization to ensure

• customers will return and become loyal customers.

• consistent delivery of the common purpose.

• the organization will not be sued.

• every customer leaves happy.

Match the following values

• We seek, value, and respect differences

• Integrity

• We act in a manner consistent with our words and beliefs.

• Courage

• We treat others with care and consideration.

• Diversity

• We pursue our beliefs with strength and perseverence.

• Respect

• We strive for stability and vitality in our personal and professional lives.

• Balance

A performance culture in an organization includes all of the following EXCEPT:

• how employees relate to each other and customers

• having a shared vision and mission

• recognizing and rewarding performance

• paying employees more than other organizations