Customer Service Quiz

Which of the following best defines customer service?

• Act or manner of serving food and beverages.

• All positive moments experienced between hospitality employees.

• 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.

Which one the following helps meet the acceptance and esteem needs of customers?

• Calling the customer by name.

• Creating a sense of safety.

• Providing quality food.

• Providing good lighting.

Which of the following is not an intention of a customer service plan?

• Effectively handle negative encounters.

• Reduce customer and employee stress.

• Encourage irritating customers to leave.

• Retain customers.

Which of the following are examples of back-of-the-house employees?

• Front desk clerks, reservation agents, and bell attendants.

• Hosts, hostesses, and parking attendants.

• Housekeepers, building engineers, and laundry attendants.

• Servers, cashiers, and concierges.

Which of the following is not a description of quality service provided by a customer-focused employee?

• Responding quickly to customer requests.

• Avoiding immediate eye contact.

• Having good posture and appearance.

• Smiling warmly at the customer.

Which of the following is an example of a well-groomed and clean employee?

• Wearing a soiled uniform.

• Having lip, nose, and eyebrow piercings.

• Wearing a clean apron.

• Wearing badly chipped nail polish.

Which of the following statements is best to use if you are busy and cannot get to a customer immediately?

• “We are so busy. You will have to wait.”

• “Welcome to our restaurant. I will be right with you!”

• “It will be about five minutes before I can get to you.”

• “Wow, we are busy today! Do you mind waiting for a while?”

Public restaurants in an establishment should be checked for cleanliness ____.

• every 30 minutes

• every hour

• once each day

• once each week

The key to resolving customer complaints is to ____.

• emphasize that others have had similar complaints

• blame someone else

• make sure the customer realizes you are right

• ensure the customer’s satisfaction