WorksheetsCUSTOMER RELATION & SERVICE
Total questions: 16
Worksheet time: 32mins
Below are the components of customer service EXCEPT
Service
Attitude
Empathy
Consistency
What is the main concern of ATTITUDE in customer service?
Make serving others your number one priority
How you think about the customer is how you will treat them
Set high service standards and live them every day
Look for ways to make each other look good
What is SERVQUAL?
An instrument for measuring customer service
Make sure your last impression is as important as your first
An instrument for measuring service quality
Do something memorable that the customer didn't expect
What does TANGIBILITY is all about?
(a)
What is the most important components of customer service
Service
Attitude
Consistency
All of the components
Which one is CORRECT to describe Pre-arrival & Post departure experience?
The activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from hotel.
A person, company, or other entity which buys goods and services produced by another person, company or other entity.
Anything we do for the customer that enhances the customer experience.
Anything value, other than physical goods, which one person or organization provides another person or organization in exchange for something.
Customer expectation comes from the past experiences, personal needs ____ __ _____ and external communication about the service.
(a)
List four (4) types of customers in Tourism and Hospitality Service.
(a)
Which of the item below is intangible products?
Bed
Shower cap
Shampoo
Music
Choose the CORRECT answer for tangible product.
Ambience
Plumbing
Lavender scent
Check-in and check-out speed
'Offering personalized service is essential to providing world class customer support'.
True
False
The importance of hotel rating are as follows EXCEPT
Customers are drawn to brief, concise information.
It's a universal way to communicate the quality of property.
Your rating can be affected by
guest feedback of and distribution channels.
Alternative to give negative feedback without any concrete proof.
Which service is cheaper in term of costing?
Personalized service
Standardized service
What are the characteristics of a 4-Star hotel?
(a)
'Guest/ traveler rankings can serve as helpful guideposts as you plan for your trip.'
True
False
The followings are trends in customer service which marks as new era of customer expectation EXCEPT
Brand enhancing programme
Embrace online innovation
Create brand ambassadors
Personalizing
Standardizing
