WorksheetsCustomer Service Excellence Quiz
Total questions: 15
Worksheet time: 20mins
Which of the following are common restaurant complaints?
Dirty utensils or table
Dirty or ill-equipped restrooms
Impolite or condescending servers
All of the above
______________ details the journey of a customer entry, ordering, paying bills to exit from a restaurant.
Customer journey map
Product journey map
Food ordering map
Payment journey map
If the moment of truth is positive, you will
Not get a repeat customer
Get a repeat customer
Lose a customer
Get a customer
Which of the following is a service-based triggers in the service environment.
Long queueing time to go into restaurant.
The waiter took wrong orders.
The food is unpalatable.The food is unpalatable.
Long waiting time for orders to be taken
Which of the following cases do you escalate for service recovery?
Situation you can manage.
Situation not within your control but can be settled
Situation that needs intervention
All of the above
Identify the main focus area on meeting the customer needs.
a. Price
b. Convenience
c. Discounts
d. Both (a) and (b)
Which of the following is not a step in the service recovery process?
Apologise
Escalate
Review
Fix and follow-up
________ type of customers can be potentially aggressive when they are asking for good deals
Pessimist
Indecisive
Calculative
Impatient
We can communicate effectively to customers by:
Being attentive to customer needs
Giving quality food
Providing value for money
Grooming properly
Which of the following is an effective strategy for ‘going-the-extra mile’?
Offer free desserts
Maintain good ambience in the restaurant
Smile at the customer
Knowing customer preferences
List any two qualities and characteristics of a service professional.
State any two types of triggers in the service environment?
State any two types of customers.
List any two methods to escalate areas of improvement and service challenges.
List any two principles of effective communication.
