Chapter 20: Principles of Great Service

Rohan, a customer service representative, receives a complaint from a customer. According to company policy, is Rohan responsible for making sure the complaint gets resolved?

• True

• False

2. Aria is a receptionist at a hotel. She believes that one of the best ways to make a strong first impression on guests is through the initial interaction. Is this true?

• False

• True

3. Arjun, Henry, and Olivia went to a new restaurant. They noticed that the appearance of the restaurant's employees significantly impacted their first impressions. Is this a common occurrence?

• true

• False

4. Luna, Olivia, and Oliver visit the same restaurant. Do they all have the same needs?

• True

• False

5. Jackson, a manager at a retail store, believes that taking employee feedback is an important part of providing great customer service. Maya and Olivia, his employees, agree with him. Is this belief correct?

• True

• False

6. Hannah is working as a receptionist at a hotel. She receives a complaint from a guest over the phone. What should she do to develop a complete understanding of the caller's problem?

• a. Smile

• b. Hang up

• c. Take notes

• d. Speak effectively

7. Maya, Oliver, and David went to a new restaurant. The feeling they took with them from their experience at the restaurant is called

• a. service.

• b. empathy.

• c. hospitality.

• d. satisfaction.

8. Emma, Daniel, and James are working in a restaurant. What do they provide to their customers?

• a. service.

• b. competition.

• c. empathy.

• d. satisfaction.

9. Avery started a small business and is looking for the least expensive and most effective form of advertising. What should Avery consider?

• a. Offering discounts on her products

• b. Putting up billboards around the city

• c. Making a strong first impression on customers

• d. Providing good service to her customers

10. Emma, Jackson, and Mason are running a restaurant. Who among them is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?

• a. Emma, the head chef

• b. Jackson, the cook

• c. Mason, the sous chef

• d. All of them as they are all foodservice employees