Hospitality Flashcards
Locations where groups of people is telephones
Cell centers
When guest customer service representative attempts to resolve a problem in a way that satisfies the customer she is takin a(n)
Proactive role
Goods or services that add to a customers comfort or enjoyment are known as
Amenities
Gets customer service that is not true
Customer service representatives are not frontline emplyees
customer loyalty developed when
Customers believe their opinion matters
A guest customer services can ________ is an employee trained in different areas of customer service
Representatives
Making sure customers are satisfied and will continue to buy a company’s product is customer _______
Guest service
Many computer software companies have created a help _____ where customer service technicians answer customers questions
Desk
The ____ role of a guest customer service representative invoked determining what services customers want
Proactive
When customer service representatives resolve problems in ways that satisfy customers they are acting in a _____ role
Reactive
Customers who call a company today typically dial a toll free number that connects them with a _______ voice response system
Interactive
When goods are plentiful and buyers have many choices about where to purchase them it’s called a ______ market
Buyer
Products that increase a customers comfort or enjoyment are known as ____
Amenities
A ____ employee is anyone who works directly with customers
Frontline
One chat characteristic of an _______ customer is that he or she purchases repeatedly from the same company
Loyal
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 “
An _________ is an advantage that a customer gains from using a product or service
Benefit
When a customer enters your work space you should do all of the following except
Hover over the customer
Excited reading acceptance of a customers thoughts and feeling even if you disagree is called
Empathizing
Which of the following is not an example of proper phone etiquette
Speak very informally to establish a friendly relationship with the customer
When you place a phone call to a customer
You should sit straight up
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
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
Which of the following problem solving approaches is considered competitive and authoritarian
Win lose
THe question that every customer wants answered is
What’s in it for me
Customers describe perfection as
All above
Which of the following is not an effective way to provide stand out guest customer service
Stick to your own agenda
Which of the following is a good strategy to follow when trying to calm and upset customer
Use active listening
Which of the following is not a empathize zing phrase
I’m sorry but that’s not my department
You can prevent complaints by
Making sure your customers know what to expect
Relate to these types of customers by presenting all the fats in a direct logical manner
Know it alls
When a customer presents a sales objection
Allow the customer to speak without interruption
Which of the following stress management techniques is especially effective during the stressful situation
Deep breath
What statement about personal space is not true
Customers of middle easter descent typically are used to larger zones of personal space
