Skills
Vocabulary
Rules
Difficult Guests
FB Specific
100

The practice of paying close attention to a speaker and asking questions to ensure full comprehension

What is active listening?

100

The process of delivering customer experiences.

What is customer service?

100

The guest expects this type of service.

 What is friendly?

100

How do you deal with an upset customer?

A. Argue

B. Sympathize

C. Ignore the customer

D. Talk back


B. Sympathize 
100

Awesome set of individuals who try to help with whatever problem is at hand?

Receptionist

200

Ability to understand others emotions.

What is empathy?

200

When you make eye contact, smile and greet a customer.

What is engaging?

200

All people deserve to be treated with ____ and ____

Courtesy and Respect

200

A handful of angry customer is known as

What is a difficult customer?

200

Employees can go here for help with their gadgets and machines.

What is the help desk?

300

What is problem solving?

A. Active listening to the problem

B. Collaborating to find a solution 

C.Follow up to ensure whoever you assisted was pleased with the results

D. All of above

D. All of above

300

The act of being a good listener.

What is attentiveness?

300

Be an _____ in all things you do.

Expert

300

We should never make _________ to customers

Promises
300

A ____ is a document that needs to be signed before entering the office.

What is a NDA?

400

Making it lively and _______ is essential in a lobby.

Positive

400

What is good customer service?


A. overall impression a person has of the company products, services, and staff

B. making sure the customers needs are satisfied

C. having a positive outlook

D. all of the above


D. All of the above

400

Going out of your way to provide the best possible service.

What is going above and beyond?

400

There is an underlying message to your customers complaint

What is listen between the lines?

400

Duties of a receptionist at FB

A. Eat all the snacks

B. Check in guests at events

C. Assist employees when they have lost their badge, keys and phone. (Badger Check! Lost and Found Check!)

D. Both B & C

D. Both B & C

500

Wanting to understand more of your job duties, or exploring other duties. 

What is willingness to learn?

500

Professional procedure that is accepted or described as being most effective.  

 What is best practice?

500

Maybe you know the acronym K.I.S.S

Keep It Simple Stupid. Make it easy!

500

_____________ for the _______________ and fix it.

 Apologize; Inconvenience

500

Every interaction is a _______ opportunity.

Practice

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