Customer Service Quiz

Fill in the blanks using the word bank provided below. Customer service is also referred to as __________ service and is a vital aspect of building and maintaining a successful food service business.

• ratings

• increased

• building

• employee

• guest

Select all of the following forms of verbal communication.

• Phone conversations

• Speaking face-to-face

• Text messages

• Video calls

Listening goes beyond just hearing to include focusing, understanding and remembering.

• True

• False

Which of the following is NOT an expectation when interacting with equal coworkers?

• Taking initiative

• Treating authorities with respect

• Practicing teamwork

• Treating others with consideration

Eliora is a counter employee at a local fast-casual restaurant. She greets the next guest and asks how she can help him, but instead of ordering, the man begins complaining about the experience he had the day before. He says the service was slow and his order was wrong. Eliora politely listens to his complaint, nodding and using words such as “I see” to help him feel heard. In this situation, Eliora is practicing passive / active listening.

• Passive

• Active

Select all of the following choices which are ways to take ownership of a customer’s request.

• Asking someone else to handle the situation

• Communicating any delays to the guest personally

• Meeting guest needs personally

Hearing is the ability to perceive sound.

• True

• False

Jolene is the manager at a local pizza restaurant. An unexpected order for 30 pepperoni pizzas is called in during the dinner rush. The order causes the kitchen to run out of pepperoni. Which of the following actions best illustrates quality guest service and the concept of taking ownership of a situation?

• Jolene asks the host to go to the store and purchase more pepperoni

• Jolene goes to the store and buys more pepperoni

• Jolene talks to the customer and informs them the restaurant cannot fulfill the order

• Jolene puts up a sign to notify guests the restaurant is out of pepperoni

Active listening requires participation.

• True

• False

Taking initiative is best described as independently assessing situations and taking the lead to meet needs and accomplish tasks.

• True

• False