Exceptional Customer Service Training Quiz – Cardiff Resort

What is customer service?

• Selling products to customers

• Assisting customers before, during, and after their experience

• Creating marketing strategies

• Cleaning the hotel premises

Why is customer service important at Cardiff Resort?

• It makes staff look busy

• It ensures guests leave immediately

• It encourages guest loyalty and referrals

• It increases booking cancellations

Which of the following is a customer service skill?

• Multitasking

• Ignoring guest feedback

• Correct signposting

• Using technical jargon

What is meant by 'correct signposting'?

• Telling guests to come back later

• Referring guests to relevant, accurate information

• Putting up road signs around the hotel

• Making assumptions about guest needs

Which method of communication is often the quickest for resolving guest issues?

• Email

• Social media

• Phone call

• Printed brochure

Why is empathy important in customer service?

• It helps avoid solving problems

• It shows guests their feelings are understood

• It speeds up check-ins

• It reduces work for staff

Which of these is an example of positive body language?

• Crossed arms

• Avoiding eye contact

• Slouched posture

• Open posture and smiling

What should you do first if a guest becomes angry?

• Yell back at them

• Stay calm and listen actively

• Walk away without answering

• Blame another staff member

The 'broken record' technique involves:

• Changing your answer frequently

• Repeating the same helpful message politely and consistently

• Playing background music

• Giving in to every demand

What is the first step in solving a customer problem?

• Offering a free meal

• Identifying the problem

• Asking them to leave

• Telling them to email later