CUSTOMER SERVICE

Apologize to a customer for reasonable complaints even if you are not at fault.

• TRUE

• FALSE

Customers who are extending their stay beyond closing time should be directly told to leave.

• FALSE

• TRUE

Sensitive matters like declined credit cards must be discussed with the customer away from hearing view of other customers.

• TRUE

• FALSE

When a customer comments that your cake is too sweet and not his taste, you have to apologize.

• FALSE

• TRUE

When a customer criticizes your coffee that is not in conformity to his taste (but within the enterprise standard), you have to prove him wrong.

• FALSE

• TRUE

When dealing with an angry customer in a face to face manner, making no eye contact and looking away will feel better for you and the customer.

• FALSE

• TRUE

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business.

• FALSE

• TRUE

Customer service does not impact customer experience.

• FALSE

• TRUE

Your feelings about yourself will affect the way you deal with the customer.

• TRUE

• FALSE

The service staff should always provide service recovery if there are some complaints.

• TRUE

• FALSE