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2: Review Questions
What is customer service in a hospitality business?
Explain why customers are important to a hospitality business.
How can a hospitality business meet the physical and psychological needs of a customer?
What can a hospitality worker do to ensure quality service?
How can bad word-of-mouth publicity harm a hospitality business?
Explain the difference between front-of-the-house and back-of-the-house employees.
List the six characteristics of customer-focused employees and explain the importance of each characteristic.
List the 11 critical moments in customer service and explain why they are critical.
Define
customer service plan
. What are the main purposes of having a customer service plan in place?
List and give an example of each of the three types of communications skills that hospitality workers use.
List and describe seven techniques that are useful in handling customer complaints.
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