HH 101 EXCELLENT HOSPITALITY AND CUSTOMER SERVICE QUIZ 2

NAME: _______________________________ MATRIX.NO: __________________________ Circle your answer with TRUE (T) or FALSE (F). 1. 2. 3. 4. 5. 6. 7. 8. 9. 10 . Customer service is a set of an action that include greeting, smiling, asking if you can help. Belief of customer not a factor influence customers expectation. Service is an intangible which include human emotion, behavior, understanding, feelings and perceptions. One of an effective communication with customer is using small talk. Reliability in promising to the customer means the ability to provide what was promised, dependably and accurately. Five elements of quality customer service are reliability, assurance intangible, empathy and responsiveness. Cordial and courteously are important element in delivering good quality service. Protect customers details is one kind of integrity practice. Know your customer is by concern their need, personality and favorite. The purposes of service standards are to clarify for customer exactly what actions and behavior are expected/ T T T T T T T T T T F F F F F F F F F F

PTSS/JHPWATI/JUNE2011/HH101/QUIZ2