Customer Service Quiz Review

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Customer Service Quiz Review What is meant by high-quality customer service? - ✔✔Consistently exceeding customer's expectations for products and services received as well as the level of person ... al attention provided during the delivery. Creating profit for the operation is the first goal of high-quality customer service. What is the second goal? - ✔✔Create value for the customer What refers to a set of standards, processes, and tasks that work together in an organized way to achieve an end result? - ✔✔System A manager's requirement that a guest be greeted either orally or with a minimum of eye contact and a warm smile within one minute of arrival is an example of which aspect of customer service? - ✔✔Standard What is the difference between commercial and noncommercial food service operations? - ✔✔Commercial is open to the public and seeks profit; noncommercial is cost effective and open to a specific audience. What refers to companies that primarily earn revenue by providing products and intangible services? - ✔✔Service industry What segment of the foodservice industry is characterized by limited menus, fast service, and modest prices? - ✔✔Quick-service restaurants what new trends in producing quick-service food-available where large numbers of potential customers gather-are increasing in sales numbers? - ✔✔Food trucks and portable carts Which food service segment is currently the fastest growing? - ✔✔Fast casual What is the reason for the increase in sales of the fastest growing segment? - ✔✔Excellent value for flavor, service and quality In which segment would a national chain (or local independent) Italian restaurant that features pizza and pasta with salad and crusty bread, an extensive beer and wine menu, host, servers, bartender, and check backs during multi course meal be classified? - ✔✔Casual How does fine dining differ from other segments? - ✔✔Complexity and quality of product offerings, ambiance, and service levels What refers to the feeling or mood created by an environment and service levels? - ✔✔Ambiance What is the difference between service received in a fine dining restaurant and a casual one? - ✔✔Server's knowledge of food and beverage and level of attention What three distinct items do customers purchase from a restaurant or foodservice regardless of segment? - ✔✔Products, service, and dining experience Why must the foodservice operation meet or exceed guest service expectations? - ✔✔If service does not measure up, the experience will be negative What exists when everyone in a restaurant or foodservice establishment considers him or herself to be in the high-quality customer service business first then the food and beverage business second? - ✔✔Customer service culture What is the first step in the five management functions? - ✔✔Planning Which key management function involves arranging available resources in a way to best achieve goals? - ✔✔Organizing Which key management function relates to leadership and involves influencing and inspiring others to do their very best work? - ✔✔Directing Is is possible for training to reduce costs? - ✔✔Yes; errors are reduced What refers to management's efforts to monitor performance and take corrective actions as needed? - ✔✔Controlling How do back-of-the-house staff interactions with servers affect service? - ✔✔Positive interaction directly reflects ways in which servers interact with guests What refers to any episode in which a customer comes into contact with any aspect of the organization and gets an impression of the quality of its service? - ✔✔Moment of truth What helps customers be more forgiving of minor mistakes and feel comfortable about providing feedback? - ✔✔Creating positive moments of truth How will employees be able to meet standards that provide positive moments of truth? - ✔✔Management develops and conducts training and assessment In the input-output relationship, what is the role of the server who places the guest order with the kitchen? - ✔✔Internal customer When providing high-quality customer service, which customer is the most important? - ✔✔Internal and external customers are equally important How can a server affect the quality of the product served? - ✔✔Wrong temperature through poor training intercommunicated request, or failure to deliver accompaniment What refers to the difference between the customers get when they buy a product or service and what they pay to get it? - ✔✔Value Why would even the most loyal customers dine at another restaurant? - ✔✔Variety and convenience of the location Two fast-casual Mexican theme restaurants offer freshly prepared, value-conscious food with counter service. One offers a salsa bar with dozen unique choices including pineapple-jalapeno, avocado wasabi, and peach-mango as well as more traditional tomato-based classic tomatillo. What is the taco bar's salsa bar referred to as, in comparison with the other Mexican restaurant? - ✔✔Competitive point of difference If word of mouth is one of the most effective or instrumental means of advertising, how much more important is customer-centric service in the age of technology? - ✔✔More so, as social media has exploded the impact What impact would high-quality customer service have on employee turnover? - ✔✔It will be less, as fewer complaints, stress, and higher satisfaction How can suggestive selling be a way of enhancing service rather than a challenge to providing it? - ✔✔Guest perception of having value of experience improved is the key What refers to the characteristic of service that cannot be seen, touched, or held before or after it is experienced? - ✔✔Intangible What refers to providing the same level of service every time the guest visits the establishment? - ✔✔Consistency What refers to the tendency of restaurant and foodservice customers to connect the quality of service provided with the personal characteristics of the individual staff member who delivers? - ✔✔Inseparability What refers to the different service-related situations and outcomes that exist when establishments are busy and when they are slow? - ✔✔Capacity How can severs best assist families with children needing booster seats and high chairs? - ✔✔Provide seats but allow parents to place children in them How should severs best assist a person with a disability? - ✔✔Ask before offering to help, addressing the person directly rather than their companions How can servers communicate with guests who speak another language? - ✔✔Use of pictures and hand gestures What amount of an allergen must a food-allergic guest consume to have a reaction? - ✔✔Even invisible amounts such as cross contact through improper cleaning can trigger a reaction What concerns need to be addressed to enhance the experience for elderly guests? - ✔✔Parking, access, walking, menu, hearing, seating, lighting, temperature, and care of wheelchairs, walkers, and canes What refers to the well-thought-out and systematic identification and recording of exactly what must be done to provide high-quality customer service? - ✔✔Customer service plan The mobile food unit average customer wait time was 6 minutes. Is the owner pleased? - ✔✔The establishment standard is not known to measure against How can the manager help the server meet the guest's needs in the product standard of serving size? - ✔✔Communicate precise amount and provide portioning tools and serving dishes How has the guest been disappointed when condiments, accompaniments, or utensils are not automatically provided? - ✔✔During the wait the entree can grow cold and lose quality Where would the presentation and accompaniments of menu items be appropriately communicated so that servers can be made aware of the specifications? - ✔✔Standardized recipe For what purpose is the m [Show More]

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