Customer Satisfaction Standards & Bridges Refresher Quiz

What are the benefits of an Inspired Customer?

• Customer will continue to return

• Customer is willing to spend more

• They will recommend the hotel to others

• They won't complaint even though they were treated rudely

How do you define Service Standards?

• A service standard is the interaction between a business and its employees

• A service standard is the interaction between a business and customers

• A service standard is the interaction between an employee and the customers

• A service standard is the interaction between an employee and their employers

Which of the following falls under the Service Standards steps to achieve Inspired Customer Experiences?

• Desired

• Expected

• Surprising

• Unbelievable

How can we achieve Unbelievable Service Standards?

• Star regularly exceed all customer expectations

• Star are able to give suggestions to customer's questions

• Star respects customers but disrespect colleagues

• Star are able to give unexpected jokes

What are the five Customer Satisfaction Standards?

• Smiles and Greetings, Use Names, Respect, Responsible for facts, Solve Problems

• Smiles and Greetings, Use Names, Ignore demanding customers, Responsible for facts, Solve Problems

• Smiles and Greetings, Always use Sir/Miss, Respect, Responsible for facts, Solve Problems

• Smiles and Greetings, Use Title, Respect, Responsible for facts, Solve Problems

Which of the following is Customer Satisfaction Standards 4?

• Solve Problems

• Smiles and Greetings

• Use Names

• Respect

• Responsible for facts

Which of the following shows Non Verbal Behaviors under Customer Satisfaction Standards 3?

• Point with fingers

• Smile

• Eye contact

• Chew candy while talking to customers

How should you respond to guests if you're unable to answer their questions?

• I'm so sorry, I don't know.

• I'm so sorry, I don't know. You can ask my colleague over there.

• Allow me to get back to you on this shortly.

• I am not sure.

What is the winning strategies to handle customer complaints?

• LEARN

• LEAST

• YEAST

• YEARN

What does LEAST stands for?

• Listen, Empathize, Arrogant, Shout, Time

• Listen, Empathize, Apologize, Solve, Thank

• Love, Empathize, Apologize, Solve, Thank

• Listen, Empathize, Apologize, Solve, Terrify