WorksheetsCUSTOMER SERVICE CULTURE
Total questions: 15
Worksheet time: 8mins
These are standards of behavior that define how people are expected to act while part of the organization.
norms
values
culture
beliefs
It defines the corporate values for which their organizations are famous.
values
organizational culture
norms
beliefs
These are rules, policies and regulations of the company.
Language
Laws
Stories and Legends
Artifacts
Culture fill in the gaps for employees between what they've been thought and what they must do to satisfy the guest
True
False
These are symbolic acts that people perform to gain and maintain membership or identity within an organization.
symbols
rituals
signs
artifacts
Staff uniform is one of tangible elements in hospitality industry.
TRUE
FALSE
Service provided in tourism industry including guiding service and tour consultation.
TRUE
FALSE
What should customers feel after receiving the service provided?
Satisfied
Disappointed
Indifferent
Confused
What does 'Respect' mean in the context of service culture?
Treating customers with courtesy and consideration
Ignoring customer feedback
Prioritizing profits over customer satisfaction
Providing minimal service to save costs
The eye contact isn't important in the Business Culture
TRUE
FALSE
Flexibility in offering unique services to each customer contributes to building an excellent, trusted brand by:
Enhancing customer satisfaction and loyalty
Reducing operational costs significantly
Standardizing all customer interactions
Limiting the variety of services offered
The importance of keeping promises in relation to core values in customer service is crucial because it:
Builds trust and credibility with customers
Increases operational costs
Reduces the need for customer feedback
Limits employee creativity
True or False. A strong brand reputation can lead to increased customer loyalty.
True
False
What is the main purpose of listening to customers in customer service?
To shift responsibility
To allow customers to express their concerns
To express grievances
To avoid conflicts
What is the main focus of empathy in customer service?
Problem-solving
Expressing grievances
Shifting responsibility
Avoiding conflicts
