CSST Pop Quiz

How does solving difficult-customer situations benefit your company?

• It will generate repeat business.

• The difficult customers won’t bother you again.

• You will get a promotion.

• All the employees will get promotions.

How does solving difficult-customer situations benefit you personally?

• You will encounter difficult customers less frequently.

• Your customers will be happier.

• You gain valuable communication skills.

• Your boss will automatically give you a raise.

Which is not a way to provide consistent and reliable service?

• Product knowledge
• Dealing with problems
• Long waiting time
• Short waiting time

A customer service problem happens when

• A customer asks for the manager
• serving the customers becomes unprofitable
• customer complaint is ignored
• customer service does not meet expectations

Interpersonal skills are valuable to an employer because they include the following:

• Hard Skills
• Communication & Social Awareness 
• Service Breakdown
• Psychological Distracters

How should you deal with a furious customer yelling at you because of a billing error?

• Fight them
• Blame the billing department
• Find out what caused the mistake
• Call the supervisor to complain about their attitude

A good _______________ is essential to a business when providing customer service

• speaking voice

• attitude

• first impression

• hair style

Which of the following best defines customer service?

• Act or manner of serving food and beverages.

• All positive moments experienced between hospitality employees and customers.

• Someone who purchases products or services from a business.

• Total customer experience with a business.

Which of the following is an example of empathy?

• Feeling angry when a customer insults you.

• Feeling timid and withdrawing when a customer suggests your business is inadequate.

• Shouting at a customer who shouts at you.

• Understanding the tired feeling a customer has after traveling all day.

What is the importance of having good interpersonal skills in a professional setting?

• It helps in building better relationships with colleagues and clients.

• It has no impact on professional success.

• It leads to more paperwork.

• It results in longer working hours.