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100
The informal conversation people have about their experiences.
What is word-of-mouth publicity?
100
To listen with understanding; to feel what the customer is feeling.
What is empathy?
100
Using a personal detail to wow the guest and encourage them to return.
What is using the guests name?
100
The person who is always right in the hospitality industry and in all customer service.
What is the customer or guest?
100
In a full service restaurant, the person most likely to provide a positive moment of truth as you enter.
Who is the host or hostess?
200
When customers receive the same good service and products each time they come to a business.
What is consistent quality service?
200
Another word used for "customer" in the hospitality industry.
What is guest?
200
The business of satisfying customer needs.
What is customer service?
200
Who is the person who created the pyramid of our human needs?
Who is Abraham Maslow?
200
A type of food & beverage business that does not have someone seat your party.
What is a quick-service or fast food restaurant?
300
The total customer experience with the business, including staff performance, staff courtesy, cleanliness of property, and treatment of customers.
What is customer service?
300
The key to both establishing and maintaining a successful business, for it is what keeps customers coming back and recommending others.
What is quality service?
300
When a guest never has to ask for anything, the employee is considered to be . . .
What is a customer-focused employee?
300
The soft skill for this six weeks term.
What is communication?
300
What you should never do when handling a customer complaint. It starts with an "a."
What is arguing?
400
A time when the customer's experience makes a bigger impact on customer satisfaction than at other times.
What is a critical moment?
400
This can cause a business to lose customers and money.
What is inconsistent service?
400
When dealing with a customer complaint it is important to remain positive, do not blame others, and offer . . .
What are solutions?
400
All employees and departments in the hospitality industry must do this to successfully serve our guests.
What is communicate?
400
The article we read in class detailed food items such as a "cronut" and a "ramen burger." These are called . . .
What are food fads?
500
An employee who can anticipate customer's needs.
What is a customer-focused employee?
500
The first requirement of quality service and something you must possess to be successful in hospitality.
What is a sincere or genuine desire to please the customer.
500
To help meet the acceptance and esteem needs of customers, and may also be done after processing their payment.
What is calling the customer my name?
500
The Disney Institute training.
What is D'Think?
500
Who is going to pass this quiz with a 70 or better?
What is EVERYONE!