Employees who rarely interact with customers. (Chefs, cooks, dishwashers, housekeepers, etc)

An interaction between a customer and a staff member. The basic building blocks of quality hospitality service (before, during, & after)

An employee who can anticipate customer needs.

The total customer experience within a hospitality business.

Providing the same good service and products to customers each and every time they come to your business.

A time when the customer's experience has a bigger impact. It is a moment that is bigger to the customer than other moments.

The ability to put yourself in someone else's shoes and know how that person feels. It helps to figure out what customers need.

An activity that is done for another person. It's also called, "The Heart of Hospitality."

Employees whose main function is to interact with the customers. (Servers, cashiers, hosts, front desk, etc)

Someone who purchases products or service from a business.

A customer who purchases products or services from a hospitality business. Another word for customer.

The positive feelings customers have about a business that meets their needs.

Service that meets or exceeds customer expectations.

This is the area in a hospitality business that guests usually see. (Dining room, lobby, front desk)

The area in the hospitality business that guests usually DON'T see. (Kitchen, laundry service, security room)

Check all the answers for a Front-of-the-house Employee.

Check all the answers for a Back-of-the-house Employee.

True or False. Without customers, there would be no business.

True or False. The cleanliness of a hotel entrance is considered a customer Critical Moment.

What is reactive customer service?

What is proactive customer service?

The following are characteristics of quality customer service EXCEPT

True or False. It's important for a customer service employee to demonstrate problem-solving skills.

True or False. There is NO need for a customer service employee to anticipate a customer's needs.

What does the acronym L.A.S.T. stand for?

True or False. No matter what the issue is, you should allow the customer to vent without interrupting them.

True or False. Poor customer service can damage the business's reputation through word-of-mouth publicity.

True or False. You should always thank the customer for allowing you to fix the problem and resolve the complaint.

True or False. Customers who feel they have received quality customer service tend to feel more loyal to the business they are supporting.