FSBE
Authored by KD Pedrosa
Biology
Professional Development
Used 1+ times
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5 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The following are the reasons for guest complaints except of?
Expectations not me
Rude Staff and Management
Special requests are met
Difficult or Demanding Guest
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
True or False. Paraphrase is to summarize in your own words the guest's statement?
True
False
3.
FILL IN THE BLANKS QUESTION
1 min • 1 pt
(a) is an acronym for what principles in service recovery?
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What are the three ways to resolve guest complaints? (Select more than one answer)
Sensitively
Courteously
Complementary
Discreetly
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the 4th step of Heart Model in service recovery?
Resolve the Concern
Apologize
Emphatize
Thank the Guest
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