Service Excellence

Service Excellence

University

25 Qs

quiz-placeholder

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Service Excellence

Service Excellence

Assessment

Quiz

Hospitality and Catering

University

Medium

Created by

ELENA KARTIKA

Used 3+ times

FREE Resource

25 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Below are how can you identify customer needs, wishes and expectations, except

Involve the customers in developing new services

Organise and conduct a series of focus groups

Inactive listen to the customers

Actively look for customer feedback

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Answer 'True' or 'False' to the following statement: Staff are a very good source for obtaining customer feedback and information.

True

False

3.

MULTIPLE SELECT QUESTION

1 min • 1 pt

Choose 3 example of informal research

Discussing information with colleague

Developing, distributing and analysing questionnaires

Personal observation of customers and service delivery and then self-reflection on what you have seen

Articles seen on TV or reading the newspaper, magazines or books.

4.

MULTIPLE SELECT QUESTION

1 min • 1 pt

Choose 3 steps ways to identifying ways to improve operation of customer service

Create a competitive advantage over competition by either doing something different, more superior or cheaper

Structured training programs

Incorrect staffing level and mixes

New equipment with staff fully trained in their operations

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

When identifying ways to improve customer service, how can you involve staff?

Using current business concept

Building a spirit of working together towards goals

Discouraging innovation and teamwork

Unrecognising the right of every employee

6.

MULTIPLE SELECT QUESTION

1 min • 1 pt

Choose 3 types of service standards and guarantees can be developed?

Complaint unmanaged

Response times

Service guarantees

Product quality

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

How to communicate service standards and guarantees to staff, except

Orientation programs

Training sessions

Staff briefings at the start and end of shifts

Through gossips between staff

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