FBS 10 Q4 POST TEST

What is a key characteristic of good customer service?

• Being polite and friendly

• Ignoring customer complaints

• Only helping paying customers

• Charging extra for special services

Why is active listening important in handling complaints?

• It allows staff to ignore unnecessary details

• It ensures the customer feels heard and valued

• It helps the staff finish the conversation quickly

• It avoids having to take responsibility for issues

Which is NOT a common customer complaint in food and beverage service?

• Noisy neighbors

• Friendly staff

• Slow Wi-Fi connection

• Unpleasant room smell

What should a staff member do if a customer complains about cold food?

• Ignore the complaint

• Apologize and replace the meal

• Tell them it’s not the restaurant’s fault

• Ask the customer to leave

What does 'The customer is always right' imply?

• Customers never make mistakes

• Businesses should prioritize customer satisfaction

• Employees must always agree with customers

• Customers should never be questioned

What is the first step in handling a customer complaint?

• Listening to their concern carefully

• Telling them to calm down

• Calling security

• Ignoring the issue

What is an essential professional quality in customer service?

• Empathy

• Rudeness

• Impatience

• Indifference

A customer complains about slow Wi-Fi. How should staff respond?

• Tell them to use mobile data

• Offer to reset the Wi-Fi or check for issues

• Say there’s nothing they can do

• Ignore the complaint

How should a complaint about a billing error be handled?

• Review the bill and correct mistakes if necessary

• Insist the bill is always correct

• Ask the customer to pay first and discuss later

• Avoid checking the issue

What should an employee do if a key card stops working?

• Blame the customer for the issue

• Assist the customer in resetting the key

• Tell them to sleep outside

• Ignore the complaint