Customer Service Excellence Quiz

Which of the following are common restaurant complaints?

• Dirty utensils or table

• Dirty or ill-equipped restrooms

• Impolite or condescending servers

• All of the above

______________ details the journey of a customer entry, ordering, paying bills to exit from a restaurant.

• Customer journey map

• Product journey map

• Food ordering map

• Payment journey map

If the moment of truth is positive, you will

• Not get a repeat customer

• Get a repeat customer

• Lose a customer

• Get a customer

Which of the following is a service-based triggers in the service environment.

• Long queueing time to go into restaurant.

• The waiter took wrong orders.

• The food is unpalatable.The food is unpalatable.

• Long waiting time for orders to be taken

Which of the following cases do you escalate for service recovery?

• Situation you can manage.

• Situation not within your control but can be settled

• Situation that needs intervention

• All of the above

Identify the main focus area on meeting the customer needs.

• a. Price

• b. Convenience

• c. Discounts

• d. Both (a) and (b)

Which of the following is not a step in the service recovery process?

• Apologise

• Escalate

• Review

• Fix and follow-up

________ type of customers can be potentially aggressive when they are asking for good deals

• Pessimist

• Indecisive

• Calculative

• Impatient

We can communicate effectively to customers by:

• Being attentive to customer needs

• Giving quality food

• Providing value for money

• Grooming properly

Which of the following is an effective strategy for ‘going-the-extra mile’?

• Offer free desserts

• Maintain good ambience in the restaurant

• Smile at the customer

• Knowing customer preferences