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WorksheetsCUSTOMER SERVICE CHAPTER 1-6
Total questions: 65
Worksheet time: 49mins
A customer is a person who pays for goods & services.
True
False
In the Hospitality Industry another term used in place of customer is:
Visitor
Nuisance
Guest
Student
Choose an example of good customer service.
Food service assistants stands with their backs to the customer
A food service assistant smiles and greets the customer politely & promptly
A food service assistant chews her nails whilst waiting for her customer to make their choice.
A chef shouts at a colleague when they make an error with a food order.
Identify the benefits of good customer service to the business.
Customers who did not enjoy their experience, will recommend the business to friends.
Customers who enjoy their experience, will spend more money.
The business will not expand.
The business will get bad reviews.
When greeting a customer you should always............
smile and shake their hand
tell the customer how you feel today
have open body language
multitask and ask them to repeat
A key benefit of offering good customer service is ............
Lower costs
Repeat business
Reduced tax
less customers
Customers are the people who actually provide money for hospitality businesses, including salaries.
True
False
Quality service is the key to establishing and maintaining a successful business.
True
False
Word-of-mouth publicity can give a business good or bad publicity.
True
False
The words guest and customer are often used interchangeably in the hospitality industry.
True
False
Eye contact communicates that the customer is important, and shows that you are giving your total attention and your willingness to serve.
True
False
When customers call on the phone, it is not important to make a good impression because they cannot see you.
True
False
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 of the following is not a description of quality service provided by a customer-focused employee?
Responding quickly to customer requests.
Avoiding immediate eye contact.
Having good posture and appearance.
Smiling warmly at the customer.
Which of the following is an example of a well-groomed and clean employee?
Wearing a soiled uniform.
Having lip, nose, and eyebrow piercings.
Wearing a clean apron.
Wearing badly chipped nail polish.
The key to resolving customer complaints is to ____.
emphasize that others have had similar complaints
blame someone else
make sure the customer realizes you are right
ensure the customer’s satisfaction
What do customers expect from staff?
Excellent communication
Good personal presentation
To hear about how busy you have been
Consistency of service
Individual attention
What do customers expect from the organisation?
Cleanliness
Waiting time for food of 1 hour +
Comfort
Professionalism
Inexperienced & inattentive waiters
The first step in resolving a customer complaint is to acknowledge the problem. Acknowledging the problem involves?
Following-up & taking action
Blaming the Chef
Asking the guest how they would like the problem to be fixed
Stay calm, listen to what is said & use feedback techniques to clarify the exact nature of the issue.
Good customer service can lead to increased customer loyalty and repeat business.
True
False
Which of the following is an example of poor customer service?
Listening attentively to customer feedback.
Ignoring a customer's request for assistance.
Offering a sincere apology for a mistake.
Providing timely updates on service issues.
Effective communication with customers is essential for understanding their needs.
True
False
Which of the following actions demonstrates active listening in customer service?
Nodding and maintaining eye contact while the customer speaks.
Interrupting the customer to provide solutions.
Checking your phone while the customer is talking.
Responding with a generic answer without understanding the issue.
Providing personalized service to customers can lead to increased satisfaction.
True
False
What is the primary goal of customer service?
To sell more products.
To ensure customer satisfaction and loyalty.
To minimize employee workload.
To follow company policies strictly.
A customer is a person who pays for goods & services.
True
False
A process for providing significant value-added benefits to the supply chain in a cost-effective way is known as ____________ __________ in logistics.
customer relationship
customer service
customer centric
customer care
Customer service is located in the _________ _________ part of the marketing mix.
(a)
The elements of customer service in logistics are:
Price
Product quality
Service
Security
Loyalty
Customer service is the measure of how well the logistics system is performing in providing (a) for a product or service.
The following are activities related to customer service EXCEPT:
The ease of checking stock
Placing and order
Post sale support of the item
Negotiating price with suppliers
If the level of customer service is high, the company will be able to accomplish these things EXCEPT:
retain existing customers
attract more customers
retain existing suppliers
Customer service is similar to customer satisfaction.
True
False
Response time from sales representative is part of the key measurements in ____________ levels
performance
progress
productivity
service
___________ __________ is the most common customer service complaints.
Damaged goods
Frequently cut
Late delivery
Product quality
When customer service in B2B fails, this is the most common penalty the company will experience:
Discontinued items
Refused to support promotion
Reduced the volume of business
Stopped all purchases with supplier
Called in salesman or manager
(a) justice refers to the manner in which people are treated during the conflict resolution process; for example, with courtesy and respect or rudely.
Customer service standards rarely reflect the customer's point of view.
True
False
After .........., customer service providers must begin to understand the customers that they are serving.
assessing management strengths and weaknesses,
assessing customer's strengths and weaknesses,
assessing their own strengths and weaknesses,
Choose the most barriers to excellent customer service
good attitude
courtesy
serving customers on autopilot
ability to handle stress
"The way that we see something based on our experience" is the meaning of...........
perception
expectation
analytical
assumption
Perceptions reflect the ways that we have been treated, ..........., priorities, prejudices, and sensitivity to others.
our value
our credibility
our reputation
Expectations may be always positive
True
False
.............. are our personal vision of the result that will come from our experience.
Assumption
Perception
Expectations
imagination
There are ......... level of expectations
two
three
four
five
Choose two level of expectation
primary expectation
previous expectation
prior expectation
secondary expectation
................... are expectations based on our previous experiences that are enhancements to our primary expectations.
Primary expectation
Secondary expectation
Prior expectation
Previous expectation
Primary expectation are the customers’ most basic requirements of..............
an interaction
an action
behaviour
ethics
A customer’s expectations .............
change constantly
remain same
change periodically
consistence
............ is our ability to influence other based on our perceptions or experiences
Specification of influence
Scope of influence
Influence attribute
On average, our opinions influence between ......... people
7-15
20-30
2-3
80-100
.............is the process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company’s reputation
Credibility
Influence
Trust
Reputation management
There are ........ techniques for exceeding customer expectation.
three
five
nine
four
One of the techniques for exceeding customers' expectation is to become ........... with your customer
enemy
over friendly
familiar
rapport
Customer service should ask customer expectation.
True
False
What is the meaning of live up customer expectation?
Unfollow through by accomplishing what you have said that you would do
Follow through by accomplishing what you have said that you would do
Credibility is made up of the combination of our current knowledge, reputation, and .................
popularity
professionalism
influence
Working successfully with others shows that you have common goals and can benefit from each individual’s specific skills. That mean customer service should......
become a teammate with top management
become teammate with coworkers
become teammate with external customer
........ are a combination of our beliefs, perceptions, and ideas about eh appropriate response to a situation.
Value
credibility
popularity
reputation
Both individuals and companies have their own specific sets of values
True
False
....... are a set of principles that govern the conduct of an individual or group.
Morale
Ethics
Behavior
Our personal ......... can be the one characteristic that determines our success as people and as customer service providers
credibility
popularity
aura
behaviour
After .........., customer service providers must begin to understand the customers that they are serving.
assessing management strengths and weaknesses,
assessing customer's strengths and weaknesses,
assessing their own strengths and weaknesses,
Companies must effectively communicate to their employees what the company’s values are.
TRUE
FALSE
