Customer Service Quiz

What is customer service?

• Only e-mail or letter interactions

• Only telephone interactions

• Only in-person interactions

• Every interaction between a customer and an employee

What is successful hospitality customer service?

• When only the customer's needs are met

• When both the customer and the server have their needs and expectations met

• When only the server's needs are met

• When neither the customer nor the server have their needs met

How can you improve a dissatisfied resident’s experience?

• Ignore their complaints

• Make it easy to complain and assure them that you understand their problem

• Thank them when they submit complaints

• Tell them their complaints are not valid

Why is a good first impression important in customer service?

• It only matters for telephone interactions

• It only matters for in-person interactions

• It can set the tone for the rest of the customer's experience

• It has no impact on the rest of the customer's experience

What is service language and how does a resident assistant use it?

• It refers to the specific communication style and choice of words used by individuals in marketing roles

• It refers to the specific communication style and choice of words used by individuals in sales roles

• It refers to the specific communication style and choice of words used by individuals in management roles

• It refers to the specific communication style and choice of words used by individuals in customer service roles

What advice can improve customer service?

• Being rude to residents

• Ignoring residents' needs

• Actively listening to residents' concerns and finding appropriate solutions

• Using negative language with residents

What is an example of bad customer service?

• Having a lack of empathy

• Being polite

• Demonstrating excellent communication skills

• Going above and beyond to meet residents' needs

What is an example of good customer service?

• Being rude

• Demonstrating excellent communication skills

• Having a lack of patience

• Using negative language

What if you don’t know how to help a resident?

• Ignore them

• Tell them you can't help

• Seek help from a supervisor or someone who can assist

• Pretend to know the solution

What does hospitality mean?

• Being rude to guests

• Ignoring the needs of guests

• The friendly, generous welcome and entertainment of guests, visitors, or strangers

• Being unfriendly and unwelcoming to guests