WorksheetsCustomer Service
Total questions: 20
Worksheet time: 16mins
A good _______________ is essential to a business when providing customer service
speaking voice
attitude
first impression
hair style
Which of the following best defines customer service?
Act or manner of serving food and beverages.
All positive moments experienced between hospitality employees and customers.
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 document is being described here? An agreement often used with customers to define exactly what service the company will provide.
Written Customer Care Statement
Service Level Agreement
Complaints Procedure
Quality Management Procedure
A small number of customers are invited to provide feedback and together have in-depth discussion on a number of key areas.
Customers who complain:
Had unhappy childhoods
Are genetically predisposed to sourpusses
Have trouble in their primary relationships
Are doing you a service in identifying what isn't working in your business or organization
Identify two examples of external customers:
Impulse customers
Warehouse employees
HR Staff
Loyal customers
