MH42 4.01-4.02 Customer Service

According to the Hierarchy of Needs, you cannot meet your esteem needs if you have not already met your ____ needs.

• physical

• safety

• acceptance

• self-actualization

What should a tour guide do when handling the complaint of an angry tourist?

• Negotiate Terms

• Explain Policies

• Offer Criticism

• Remain Calm

Why are 'critical moments' during customer interactions important to a hospitality business?

• During these critical moments, employees gather information about the business.

• During these critical moments, customers form impressions about the business.

• During these critical moments, managers establish policies that guide business activities.

• During these critical moments, employees receive necessary training to perform their jobs.

Which personal quality is important to express when handling a hotel guest's complaint?

• Aggressiveness

• Defensiveness

• Indifference

• Empathy

Match each term to its correct definition.

• service that meets or exceeds customer expectations

• customer satisfaction

• the positive feeling customers have about a business that meets their needs

• service encounter

• an interaction between a customer and a staff member

• word-of-mouth publicity

• providing the same good service and products to customers every time they come to the busines

• quality service

• the informal conversation people have about their experiences with a business

• consistent quality

Match the following

• reaching personal goals

• Self-Actualization

• belonging

• Acceptance

• food

• Physical

• freedom from danger

• Esteem

• self-respect

• Safety

The customer experience includes all of the following except ____.

• the cleanliness of the property

• the ways customers are treated

• the performance and courtesy of the staff

• the type of hospitality business visited

Match the following

• someone who purchases products or services from a business

• service

• the ability to put yourself in someone else's shoes

• customer or guest

• an activity done for another person

• empathy

• the total customer experience with a business

• customer service

What is an important aspect of handling a hotel guest's complaint?

• Problem Solving

• Passive Listening

• Invoice Processing

• Consensus Building

True or False: 'Critical Moments' are during customer interactions are important to a hospitality business because during these critical moments, customers form impressions about the business.

• True

• False