WorksheetsAOHT Delivering Great Customer Service Quiz
Total questions: 65
Worksheet time: 36mins
In the 1960s there were only seven major airlines operating in the United States. Now there are over 100 different airlines, and that number doesn’t count airlines in other countries.
True
False
Synchronization is
When something is not done at the same time.
When a group a people compete in a swim match
When something is done at the same time or according to a standard time frame.
If a plane had mechanical difficulty and couldn’t continue on its route, the flight attendant would... Select the best answer.
Apologize to passengers and tell them they were on their own
Distribute local train schedules so that the passengers could reach their final destinations.
Make passengers wait until morning for the next flight
Have passengers wait for the plane to be repaired
Air transportation really “took off” when the US Postal Service started delivering mail to cities by plane. These airplanes started taking passengers in the late 1920s.
True
False
Today, most people buy tickets from...
All are correct except...
airline’s website
travel site like Expedia or Travelocity
travel agent
Department of Transportation
Identify all industry trends related to customer service
Air transportation really “took off” in the 1920's
Hotel Service has expanded
Technology has change
More schools were built
As more people began to travel...
Motels and hotels grew in size
Many larger hotels use remote kiosks
Hotel downsized its employees
Motels and hotels got smaller
Eating out was common in the 50’s
True
False
In an attempt to provide better security for hotel guests and their belongings...
More security added
Guest can make reservations on line
House Manager makes daily rounds to ensure saftey
Electronic key cards have replaced regular door keys
Select all the growing trends that show restaurants being customer focus
There is more competition in the restaurant industry
Eating out is more common
The choice of food is huge
Many restaurants change their menu regularly to meet their customer’s demands.
Leading a customer to expect a reply, then not follow through with a response is known as what Deadly Sin?
Sin #1 Leave a customer hanging
Sin #2: Argue with a customer
Sin #6: Imply that a customer needs are unimportant
Sin #7: Pass the buck
Even if you are certain that the customer is being unreasonable, don’t take the bait. Stay calm. Otherwise, you will probably lose that customer for good. This support which Deadly Sin?
Sin # 1: Leave a customer hanging
Sin #2: Never argue with a customer
Sin #5: Never argue with a co-worker in front of a customer
Sin #6: Imply that a customer needs are unimportant
To avoid committing this sin, many companies require employees to wear uniforms or at least have some kind of dress code. This apply to which Deadly Sin?
Sin # 1: Leave a customer hanging
Sin #2: Never Argue with a customer
Sin #3: Look unprofessional
Sin #4: Give incorrect or conflicting information
Sin #5: Argue with a co-worker in front of a customer
This Deadly Sin can be difficult to avoid sometimes, but customers expect employees to have, or get, accurate information. It’s better to admit you do not have an answer and promise to call back than to guess and get it wrong.
Sin #3: Look unprofessional
Sin #4: Give incorrect or conflicting information
Sin #5: Argue with a co-worker in front of a customer
Sin #7: Pass the buck
Discuss the problem with the co-worker out of earshot of the customer. This apply to which Deadly Sin?
Sin #4: Give incorrect or conflicting information
Sin #5: Never argue with a co-worker in front of a customer
Sin #6: Imply that a customer needs are unimportant
Sin #7: Pass the buck
Showing attitude towards a customer, not addressing the customer, and not listening and being respectful to the customer needs is which sin?
Sin #7: Pass the buck
Sin # 1: Leave a customer hanging
Sin #6: Imply that a customer needs are unimportant
Sin #4: Give incorrect or conflicting information
This Deadly Sin means blaming someone else for not taking care of something.
Sin #7: Pass the buck
Sin # 1: Leave a customer hanging
Sin #3: Look unprofessional
Sin #4: Give incorrect or conflicting information
These three rules - Rule #1: The Platinum Rule
Rule #2: The Rule of First Impressions
Rule #3: The Rule of Skills and Service are known to be what?
The three deadly sins
The three phases of customer services
Three rules of great customer service
All of the above
Treat others the way they want to be treated. This rule is based on customers’ expectations.
Rule #1: The Platinum Rule
Rule #2: The Rule of First Impressions
Rule #3: The Rule of Skills and Service
This rule creates what psychologists call a “halo effect.” You learned about this when you were studying the psychology of customer service.
Rule #1: The Platinum Rule
Rule #2: The Rule of First Impressions
Rule #3: The Rule of Skills and Service
Attitude isn’t enough. You also need the right skills to guarantee good service.
Rule #1: The Platinum Rule
Rule #2: The Rule of First Impressions
Rule #3: The Rule of Skills and Service
Greeting, Pre-Service, Service, and Post-Service are known as ...
The platinum rules of customer service
The four steps to good service
The four rules to hospitality and tourism
The four phases of customer service
Customers are welcomed to a place of business.
Greeting
Pre-Service
Service
Post-Service
This is the period when the customer waits to be helped.
Greeting
Pre-Service
Service
Post-Service
This phase is what the customer actually came for.
Greeting
Pre-Service
Service
Post -Service
Timeliness. Customer has received service, he or she may already be mentally out the door!
Greeting
Pre-Service
Service
Post-Service
If a customer have to wait at one stage, they will be waiting at other stages, too, because there won’t be enough staff at any point to handle the crowd. This is known as ...
Code switching
The imbalance ripple effect
Poor customer service
Bad management
All are strategies to keep service efficient, except
Making reservations so that new customers arrive at the restaurant every 15 minutes or half an hour, not all at once
Giving customers beepers or pagers so that they can wait in different places without worrying that they won’t hear their names being called when their table is ready
Allowing customers with unique needs, such as disabled people and families with young children, to board the plane or cruise ship first, and offering them special assistance as needed
Not offering different checkout options, including express methods that allow guests to check out over the phone or on the TV
Select all that apply.
What should you do when problem arises.
Be calm. Positive body language can make the guests feel more comfortable and confident that their needs will eventually be met.
When possible, do not acknowledge and greet new customers as they get in line. Do not make eye contact and greet the customer
Avoid customers at all cost. Run for the hills.
Keep customers informed with status updates. This assures guests that you are actively working on getting them what they need; it also helps them to remain patient while they wait.
A scowl, slouching, clean hair, proxemics are examples of...
Verbal Communication
Communicating effectively
Non-Verbal Communication
Proxemics is define as how close you stand to another person, touch, personal space.
True
False
Examples of Tone of Voice includes volume, pitch and inflection.
True
False
Identify the Key Elements of Verbal Communication
Who your customer is
Building Rapport
Listening to your customer
Code Switching
What the need or the problem is
The ability to shift how you communicate based on the situation or the person you are talking to.
Jargon
Code-Switching
Standard English in the Workplace
Developing a positive relationship with customers
Hearing is a physical ability, while listening is a skill.
True
False
Make regular eye contact with the person who is speaking, or at least make sure you are looking at the person who is speaking. Is known as...
Basic Listening Skills
Practice Active Listening
All are effective ways to communicate, except
Think about how you sound.
Pay attention to customer expectations.
Be careful not to admit mistakes.
Let the customer vent.
Identify two ways to defuse a situation.
Discuss customer problem to other employees
Think about how you sound
Use the customer's name
Look pass the customer as he or she vents
Email is one of the most commonly used methods of business communication.
Identify some of the advantages of email:
Select all that apply.
It is quick and easy
It is efficient
You have access to everyone
It leaves a trail so the history of a conversation can be tracked.
It allows you to communicate with many people simultaneously
Select all that apply.
Do not use emails for:
Sharing really big news
Time sensitive issues
Sensitive matters
Confidential Information
Email is private.
True
False
If you send an angry email, you might regret what you said once you’ve cooled off, but there’s nothing you can do to take it back. It is out of your control.
True
False
If the matter is urgent, make a phone call or find the person to discuss the matter. If a matter is urgent, don’t use email.
True
False
Sometimes emails don’t get read. They end up getting caught in a spam filter or accidentally deleted, and your information never reaches the recipient.
True
False
Netiquette
Using a hair net while surfing the web
A leaned skill to use the internet
A set of manners that are appropriate for a certain situation.
The rules people follow when communicating on line.
It is okay to use your personal email on the job.
True
False
Your personal email account is for everything you do outside of your job, like sending photos to friends, shopping online, making appointments, or contacting potential employers.
True
False
Your business email belongs to your company
True
False
Commonsense rules that you should always follow: don’t forward emails with jokes or pictures that could be considered sexist, racist, homophobic, or biased.
True
False
What is the first rule in composing a new email
make sure your email isn't too lengthy
A clear subject line
Never send an email out from home
Use all caps
Identify the components of a good subject line
use all caps
set the tone for the email
is informative and specific
is not too long
The purpose of the greeting is to...
Be polite
Simply say hello
To convey non verbal cues
Tell the recipient how formal your email is and create rapport.
Acronyms and emoticons are okay to use in a business email.
True
False
Using capital letters is like shouting. Don't use them.
True
False
What should the opening paragraph of an email provide?
Tells the reader why you are writing
Sets a pleasant tone
Provide contact information
Provides context
Which quality of a good manager apply.
A manager needs to know the business. If you’re a manager, part of your job is educating the other employees.
A good manager can see the big picture.
A good manager motivates people, earning respect and loyalty from others.
A good manager is knowledgeable.
A good manager is fair and creates a positive environment to work in.
Which quality of a good manager apply.
A manager needs good people skills. You have to be able to keep people motivated, to encourage them when they get discouraged, and to correct them when they’re “off course.”
A good manager is fair and creates a positive environment to work in.
A good manager encourages people to grow and allows for mistakes.
A good manager can see the big picture.
A good manager motivates people, earning respect and loyalty from others.
How many Qualities make a good manager
1
3
5
7
A _______________ is anyone who receives something from someone (as in a product) or somehow benefits from someone’s work (as in a service).
Provider
Customer
Employee
Consumer
In the broadest definition of a customer, money does not have to be exchanged in order for a person to be considered a customer.
True
False
A ____________ is the person providing the product or service.
Consumer
Customer
Employee
Provider
The satisfaction of these ________________ makes or breaks a company; without them, most companies have no purpose. They are the people whom most organizations are aiming to please.
Consumer
Customer
Employees
Provider
_________________ are the people inside the organization who are helped or otherwise affected by the work of others within the organization.
Internal Customers
Consumers
Employees
Providers
__________ provide internal customer service to each other, both within their own department and to colleagues in other departments.
Internal Customers
Employees
Consumers
Customers
Poor internal service can lead to serious problems with external service.
True
False
