Delivering Quality Customer Service Quiz for Couples HTP

Goods are ________ but services are intangible.

Answer explanation

Tangible means it can be seen and touched.

Members of our team, our colleagues, supervisors, managers, other department members are referred to as ______ customers.

• potential

• inquiring

• external

• internal

________ listening is crucial when communicating with your customers.

• Silent

• Passive

• Active

• Interactive

Which of the following is NOT an advantage of quality customer service?

• loyal customers

• job satisfaction

• poor company image

• business referrals

Choose all that apply:

In providing quality customer service, the following are important features of a representative's deportment:

• professionalism

• smile

• eye contact

• performance appraisal

Answer explanation

Intangible means cannot be seen or touched but can be experienced.

"____________" is correct to say to a guest who is irate.

• Calm down, please

• I am trying my best

• Kindly lower your voice. There's no need to shout.

• We are working hard to resolve this issue in the shortest possible time.

________ are NOT external customers of Couples Resorts.

• Travel agents

• Guests with disabilities

• Jamaican nationals

• The therapists at the hotel spa

Expecting that Jamaicans or black Americans are difficult to deal with and that British nationals are mean with money are both _______ that do not have a place in delivering quality customer service.

• facts

• stereotypes

• ideas

• standards

Choose all that apply: Developing a good relationship with customers involves:

• building rapport

• avoiding difficult customers

• befriending all customers

• empathizing with customers

______ is important to ensure effective communication.

• Feedback

• A soft voice

• Body language

• Barriers