Prostart 1 Principles of Great Service

Why should the manager be notified of all guests' complaints?

• A. because guests are less likely to be vocally rude to the manager

• B. because the manager is paid to listen to problems; the server is paid to serve food

• C. so that the manager can find and discipline the employee responsible for the problem

• D. so that the manager can follow up with the guests and take corrective action

A menu that includes pictures of the food items would be ideal for which group of customers?

• A. couples celebrating a special event

• B. guests who speak a foreign language

• C. guests who are dining alone

• D. first-time guests

How does good customer service benefit the operation?

• A. Training costs increase

• B. Food costs increase

• C. Supplier prices decrease

• D. Marketing costs decrease

A good first impression can be made by...

• A. displaying courtesy, respect, and friendliness.

• B. speaking loudly and assertively to guests.

• C. helping customers calculate the tip.

• D. wearing fine jewelry.

The first step in resolving a customer complaint is to...

• A. listen to the guest explain the issue.

• B. tell the guest, “that’s not my job.”

• C. interject with humor.

• D. find the person responsible for the

  problem.

A family with two young children is eating at a restaurant. The food is taking a long time to arrive, and the children are becoming restless because they are hungry. Upon leaving, the family tells the manager that they are very upset with their dining experience. The manager could BEST address this situation by...

• A. telling the family that they should have spoken up earlier.

• B. explaining what caused the problem to the guest.

• C. apologizing and taking responsibility for the problem.

• D. asking the family to fill out a comment card.