customer service

calm down

I am sorry

I don't know

I'll find out

want

a brand promise is the overlap between what a company doest best and what customers ...

immediately after they perform well

at what point should managers give positive reinforcement to employees?

false

companies should hire outside consultants to obtain customer feedback

true

customer service in the public sector often involves refusing people's requests

what are the key elements of customer service?

developing a customer friendly approach; expanding your definition of service; expanding your definition of service; identifying your customers

false

each quality control system (QCS) has a different central aim

false

employees should never apologize on behalf of their company

true

experienced hospitality staff should be restrained on an on-going basis

which of the following are some of the key listening skills needed to provide superior customer service?

explaining your actions to the customer; repeating critical information; asking questions if you are unclear about anything; not interrupting the customer

which of the following are ways you can take responsibility for a customer complaint?

expressing sympathy and full under standing; behaving without aggression; not making excuses for the problem

culture

for a retailer to offer excellent customer service consistently, management must create a ... of superior service

true

in a restaurant, guests should be acknowledged by every member of floor staff they pass

thank

in public sector customer service, L.A.S.T stands for listen, apologize, solve and ....

true

in retail industry the majority of training occurs "on the inspections to evaluate the progress of the company's customer services

true

initiative is the difference between adequate customer service and customer service that wins customer loyalty

true

it costs a retailer five times more to attend a new customer than to keep one they already have

true

it is unlikely that a manager will find all of his/her desired personality traits in a company role model

which of the following are some of the preparation and personal standards that should be followed in all restaurants?

maintaining responsibility for your section; dress code; following instructions

true

the definition of basic customer service is providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back

information

the five basic needs of customers are friendliness, empathy, fairness, control, and ...

standards

the personality traits a manager seeks in a customer service role model defines his/her customer service

description

to ensure that all employees are sure of their duties and responsibilities they should be provided with a detailed job

no

what I can do is

5

what is the percentage increase needed in customer loyalty to improve profitability between 25% and 95%?

91

what is the percentage of probability that poor service will dissuade a customer from ever returning to a company?

a clean, safe and secure environment

what is the primary need of hospitality customers?

identifying the customer's needs

what is the second in imitating the customer problem solving process?

eye contact; smiling; tone of voice

which of the following interpersonal actions in customer service?

"that is a good question, let me check and find out"

which of the following phrases is customer appropriate alternative to "I don't know"

false

you should treat all customer complaints with skepticism

which of the following are key steps to loyal customers?

act on what your customers tell you; tell your customers what you expect; create easy ways for your customers to offer feedback

false

customers prefer to be provided with few details about their products and services

true

customers tend to internalize their experiences of customer service

true

managers should reward employees that identify co - workers who deliver excellent customer service

formal work groups; in - formal work groups; leisure groups

which of the following are types of teams found in a hospitality business

what are the steps for renewing loyalty during a complaint?

1) listen completely, 2) let them vent, 3) apologize, 4) ask how you can make things right, 5) assure them you'll fix the problem

what is the correct process for answering a phone in a business?

1) pick up the phone; 2) greet the caller; 3) give your name; 4) ask how you can help

what action should a public sector employee take after being told by a customer, that a co - worker provided them with excellent service?

all the actions in this list (tell his/her co - worker; tell the co - worker's supervision; ensure the co - worker is recognized by the office recognition program)

false

backroom staff do need to be concerned with customer service policy

true

customer service is the main product of the hospitality industry

providing your customers with details

which of the following is a method of maintaining a culture of excellent customer in an organization?

maintaining good posture

which of the following is not one of the positive non - verbal communication skills needed to the retail industry?

which of the following are types of teams found in hospitality business?

leisure groups; formal work groups; in - formal work groups

that's not my fault

let' see what we can do about this

results

managers should use positive reinforcement to help employees link service behavior with service

false

non verbal communication skills are slightly less important for communicating with customers than verbal communication skills

false

parking lots have little effect on a customer's overall impression of a store

customer service management (CSM)

which of the following is not a quality control system (QCS) ?

what are the steps involved in the customer problem solving process?

1) ask questions; 2) identifying the customer's needs; 3) explain what you can and cannot do; 4) discuss options; 5) take action; 6) check the results

true

a study by brain & company suggests that 5% increase in customer loyalty can improve profitability by any where from 25% to 95%

apologize

what is the third steps in renewing customer loyalty during a complaint?

give them equal priority to in - store customers

what kind of attitude should retail staff adopt toward telephone customers?

true

when customers receive poor service they tell upwards of 20 people

policies, people, procedures

which of the following are some of the five p's of customer service?

call me back

which of the following phrases should never be said to a customer?

engagement rings; small earrings; wedding brand

which of the following pieces of jewelry are considered for restaurant staff?

which of the following are some of the 12 steps of superior hospitality service?

amenities and presents for the customer; developing the professionalism of management and staff; management inspections