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Flashcards in Hospitality Deck (34)
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1

Locations where groups of people is telephones

Cell centers

2

When guest customer service representative attempts to resolve a problem in a way that satisfies the customer she is takin a(n)

Proactive role

3

Goods or services that add to a customers comfort or enjoyment are known as

Amenities

4

Gets customer service that is not true

Customer service representatives are not frontline emplyees

5

customer loyalty developed when

Customers believe their opinion matters

6

A guest customer services can ________ is an employee trained in different areas of customer service

Representatives

7

Making sure customers are satisfied and will continue to buy a company's product is customer _______

Guest service

8

Many computer software companies have created a help _____ where customer service technicians answer customers questions

Desk

9

The ____ role of a guest customer service representative invoked determining what services customers want

Proactive

10

When customer service representatives resolve problems in ways that satisfy customers they are acting in a _____ role

Reactive

11

Customers who call a company today typically dial a toll free number that connects them with a _______ voice response system

Interactive

12

When goods are plentiful and buyers have many choices about where to purchase them it's called a ______ market

Buyer

13

Products that increase a customers comfort or enjoyment are known as ____

Amenities

14

A ____ employee is anyone who works directly with customers

Frontline

15

One chat characteristic of an _______ customer is that he or she purchases repeatedly from the same company

Loyal

16

If you are speaking with a customer about your company's strengths and weakness which of the following is not an especially good questions to ask

" how are we doing "

17

An _________ is an advantage that a customer gains from using a product or service

Benefit

18

When a customer enters your work space you should do all of the following except

Hover over the customer

19

Excited reading acceptance of a customers thoughts and feeling even if you disagree is called

Empathizing

20

Which of the following is not an example of proper phone etiquette

Speak very informally to establish a friendly relationship with the customer

21

When you place a phone call to a customer

You should sit straight up

22

You purchase a birthday cake at a local bakery and the sales clerk asks if you would like to buy some BIRTHDAY vandals as well this is an example of

Cross selling

23

Which of the folllowing is not a good way to show customers that they are important to you

Rather than going into an explanation of what you are doing silently fix a technical problem is a customer is present so as not to waste a customers valuable time

24

Which of the following problem solving approaches is considered competitive and authoritarian

Win lose

25

THe question that every customer wants answered is

What's in it for me

26

Customers describe perfection as

All above

27

Which of the following is not an effective way to provide stand out guest customer service

Stick to your own agenda

28

Which of the following is a good strategy to follow when trying to calm and upset customer

Use active listening

29

Which of the following is not a empathize zing phrase

I'm sorry but that's not my department

30

You can prevent complaints by

Making sure your customers know what to expect