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Round 1: Chapter 2 - Principles of Customer Service Flashcards | StudBud
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Round 1: Chapter 2 - Principles of Customer Service
Round 1: Chapter 2 - Principles of Customer Service
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AICE Travel & Tourism Review Quiz of vocabulary and concepts from Chapter 2.
Flashcards
32 cards
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Questions
32
Answers
1
The willingness to help customers and provide prompt service
Empathy
Responsiveness
Soft Skills
Customer Service Agenda
2
The application of benchmarking involves four key steps, which is NOT one?
understanding all existing customer service processes
comparing own customer service performance w/ that of others
analyzing the customer service processes of others
unwavering dedication to standards over long periods of time
3
This Generation was born between the years 1960-1980
Gerneration X
Gerneration Z
Generation XYZ
Generation Y
4
The ability to perform the promised service dependably and accurately
Empathy
Assurance
Reliability
Responsiveness
5
The first 7-star hotel in the world
Burj Al Arab
The Boca Raton Resort & Club
Dubai Hotel
Burj A la Carte
6
A _____ is anyone who has the right to expect an ____ to provide a service as part of their job
Employee, Customer
Customer, Employee
Internal Employee, External Employee
External Employee, Internal Customer
7
Interpersonal Skills are sometimes referred to as...
People Language
Human Socialization Mannerisms
Hard Skills
Soft Skills
8
The customer is either satisfied or happy with the level of service provided by organization
Zone of Extreme Happiness
Zone of Satisfaction
Zone of Delight
Zone of Outrage
9
_________ is the process of identifying best practice in relation to customer service identity.
Benchmarking
Informal Feedback
Internal Assessment
Questionnaires
10
_____________________ are members of staff within an organization or an organizations suppliers
Internal Customers
External Customers
Inverted Customers
Internal Employees
11
Many organizations actively seek customer feedback through variety of methods. Which is NOT one
Waterboarding and/or Electricity
Use of feedback facility on their websites
Responding to assessments by special interest groups
Customer comment cards, usually placed around buildings
12
Is numerical data
Currency Perceptions
Calculator verbage
Qualitative
Quantitative
13
What stage is "Takes action, reports immediately" in the stages of staff development
5th stage
3rd stage
4th stage
6th stage
14
The caring, individualized attention provided to the customer
Reliability
Responsiveness
Empathy
Assurance
15
T.I.C stands for...
Tourist Information Center
Tourist Iguana Connection
Tourist Internet Connectivity
Tourist Information Commercial
16
Couples living together with busy lifestyles. Time is a major barrier to travel.
Young Person
Family-early stage
Family-late stage
Partnership stage
17
________________ refers to asking customers questions in a non-threatening way.
Informal Feedback
Proper Questioning
Formal Feedback
Evaluative feedback
18
The customer is upset by the very poor level of customer service provided by the organization.
Zone of Dissatisfaction
Zone of Satisfaction
Zone of Disgruntled
Zone of Outrage
19
This group is known for being more connected than all previous generations
Generation Y
Generation Omega
Generation X
Baby Boomers
20
The 2nd stage in the 'Stages of Staff Development' is....
Asks what to do
Waits to be told
Recommends what to do
Waits to assess
21
The knowledge & courtesy of employees & their ability to convey trust & confidence in requests
Positive Attitude
Reliability
Customer Service
Assurance
22
Examples of how TIC managers might reward their staff could be...
Organizing familiarization trips to other regions
Giving complimentary tickets received from local businesses
Implementing staff swap programs with other TICs
Sending thank you cards, or flowers
23
Children leave home and parent(s) have increased freedom and spending power.
Empty Nest
Family-stage early
Family-stage late
Yong Person
24
The top/point of the triangle representing Maslow's Hierarchy of Human needs is ______________.
Esteem needs
Self-actualization
Safety Needs
Social Needs
25
When a customer interacts with a travel and tourism organization the customer experiences a...
Provider Experience
Moment of Truth
Delightful Experience
Expectation
26
The ____ is a tool used externally or internally by companies to measure quality of service.
Suggestion Shoppers
Focus Shoppers
Question Shoppers
Mystery Shoppers
27
_________ generally contact or visit an organization because it can provide something they need
Internal Customers
External Employees
External Customers
Internal Employees
28
Delta has "Deliver baggage on time" and "Provide Prompt Ticket Refunds" as part of their
Deligent External Service Report
Customer Service Plan
Employee Bible
Scroll of Employment
29
Employees that interact with customers are in a position to develop awareness of customer needs
False
True
30
Maslow's hierarchy of human needs related to tourist needs: Which does not belong?
Psychological
Social/Belonging
Self-actualization
Esteem
31
Excellent ___________ means __________ exceeding _________ rather than just meeting them.
Customer Service; Consistently; Needs
Customer Service; Consistently; Expectations
Customer Service; Consistently; Desires
Consistently; Customer Service; Wants
32
Customer is very happy with level of customer service because expectations have been exceeded.
Zone of Euphoria
Zone of Satisfaction
Zone of Delight
Zone of Outrage
