Hospitality Ethics and Customer Service Quiz

What is a strong work ethic believed to benefit morally?

• Educational advancement

• Social status

• Financial gain

• Character strength

What should a customer service plan guide employees on?

• Investing in stocks

• Planning company parties

• Choosing personal cell phones

• Handling negative encounters

Match the following cost comparisons with their correct descriptions.

• Cost comparison for acquiring versus retaining, where retaining is significantly more expensive

• 5 times more to get a new customer

• Cost comparison where acquiring new customers is less expensive than retaining

• Cheaper to get a new customer

• Cost comparison where acquiring and retaining customers incurs the same expense

• Equal cost for new and existing customers

• Cost comparison for acquiring versus retaining, where acquiring is significantly more expensive

• 10 times more to keep an existing customer

Which of the following is NOT a method of communication mentioned in the text?

• Nonverbal

• Written

• Verbal

• Telepathic

What should employees do when handling customer complaints?

• Listen with empathy

• Ignore the complaints

• Use profanity

• Blame other employees

(a)   is crucial for every employee in the hospitality industry.

• Communication
• Ability to lift heavy weights
• Knowledge of legal laws
• Programming skills

What should a server do if a customer discovers a hair in their omelet?

• Laugh it off

• Charge extra for the hair

• Apologize and offer a new order

• Ask the customer to remove it themselves

The first step in creating a customer service plan is (a)   .

• Reducing the number of services off
• Increasing product prices
• Firing incompetent employees
• Determining customers' needs

What should not be used in professional written communication in the hospitality industry?

• Informal texting style

• Polite expressions

• Clear and concise language

• Proper grammar

What is the effect of having a customer service plan on employee stress?

• Reduces stress

• Increases stress

• Has no effect on stress

• Only increases productivity