Delivering Quality Customer Service Quiz for Couples HTP

Goods are (a)   but services are intangible.

Answer explanation

Tangible means it can be seen and touched.

Members of our team, our colleagues, supervisors, managers, other department members are referred to as ______ customers.

• potential

• inquiring

• external

• internal

________ listening is crucial when communicating with your customers.

• Silent

• Passive

• Active

• Interactive

Which of the following is NOT an advantage of quality customer service?

• loyal customers

• job satisfaction

• poor company image

• business referrals

Choose all that apply:

In providing quality customer service, the following are important features of a representative's deportment:

• professionalism

• smile

• eye contact

• performance appraisal

Answer explanation

Intangible means cannot be seen or touched but can be experienced.

"____________" is correct to say to a guest who is irate.

• Calm down, please

• I am trying my best

• Kindly lower your voice. There's no need to shout.

• We are working hard to resolve this issue in the shortest possible time.

________ are NOT external customers of Couples Resorts.

• Travel agents

• Guests with disabilities

• Jamaican nationals

• The therapists at the hotel spa

Expecting that Jamaicans or black Americans are difficult to deal with and that British nationals are mean with money are both _______ that do not have a place in delivering quality customer service.

• facts

• stereotypes

• ideas

• standards

Choose all that apply: Developing a good relationship with customers involves:

• building rapport

• avoiding difficult customers

• befriending all customers

• empathizing with customers

______ is important to ensure effective communication.

• Feedback

• A soft voice

• Body language

• Barriers