Chapter 3 - Principles of Customer Service

Question 1

The customer is either satisfied or happy with the level of service provided by organization

Accepted Answer

Zone of Satisfaction

Question 2

A(n) _____ is anyone who has the right to expect a(n) ____ to provide a service as part of their job

Accepted Answer

Customer, Employee

Question 3

Interpersonal Skills are sometimes referred to as...

Accepted Answer

Soft Skills

Question 4

Children leave home and parent(s) have increased freedom and spending power.

Accepted Answer

Empty Nest

Question 5

The customer is upset by the very poor level of customer service provided by the organization.

Accepted Answer

Zone of Outrage

Question 6

This group was born 1980-2000

Accepted Answer

Generation Y

Question 7

_____________________ are members of staff within an organization or an organizations suppliers

Accepted Answer

Internal Customers

Question 8

Excellent ___________ means exceeding expectations of customers rather than just meeting them.

Accepted Answer

Customer Service

Question 9

____________ generally contact or visit an organization because it can provide something they need

Accepted Answer

External Customers

Question 10

Mr. Symonds flew to Hawaii over Thanksgiving, which was the first place he visited on the island

Accepted Answer

Honolulu

Question 11

A Chik-fil-a employee saying, "My Pleasure" would be an example of a(n) _____________ standard

Accepted Answer

operational

Question 12

When a customer interacts with a travel and tourism organization for the first time they experience a _________________.

Accepted Answer

Moment of Truth

Question 13

Employees that interact with customers are in a position to develop awareness of customer needs

Accepted Answer

True

Question 14

Customer is very happy with level of customer service because expectations have been exceeded.

Accepted Answer

Zone of Delight

Question 15

T.I.C stands for...

Accepted Answer

Tourist Information Center

Question 16

Examples of how TIC managers might reward their staff could be...

Accepted Answer

Giving complimentary tickets received from local businesses, Organizing familiarization trips to other regions, Implementing staff swap programs with other TICs, Sending thank you cards, or flowers

Question 17

Is numerical data

Accepted Answer

Quantitative

Question 18

"The willingness to help customers and provide prompt service"

Accepted Answer

Responsiveness

Question 19

Couples living together with busy lifestyles. Time is a major barrier to travel.

Accepted Answer

Partnership stage

Question 20

The application of benchmarking involves four key steps, which is NOT one?

Accepted Answer

knowing how much and if peanut butter or jelly comes first

Question 21

Takes action, reports routinely is the 6th stage of the "Stages of staff development"

Accepted Answer

False

Question 22

The __________ is a tool used externally or internally by companies to measure quality of service.

Accepted Answer

Mystery Shoppers

Question 23

Maslow&#x27;s hierarchy of human needs related to tourist needs: Which does not belong?

Accepted Answer

Psychological

Question 24

________________ refers to asking customers questions in a non-threatening way.

Accepted Answer

Informal Feedback

Question 25

This Generation was born between the years 1960-1980

Accepted Answer

Gerneration X

Question 26

The 2nd stage in the &#x27;Stages of Staff Development&#x27; is __________________.

Accepted Answer

Asks what to do

Question 27

Many organizations actively seek customer feedback through variety of methods. Which is the most effective method?

Accepted Answer

Through third party websites app (Yelp, Google Reviews, etc.), Focus Groups, Use of feedback facility on their websites, Customer comment cards, usually placed around buildings

Question 28

The knowledge and courtesy of employees and their ability to convey trust and confidence in requests

Accepted Answer

Assurance

Question 29

The caring, individualized attention provided to the customer

Accepted Answer

Empathy

Question 30

Delta having "Deliver baggage on time" or "Provide Prompt Ticket Refunds"would be part of there

Accepted Answer

Customer Service Plan

Question 31

What stage is "Takes action, reports immediately" in the stages of staff development

Accepted Answer

4th stage

Question 32

The top/point of the triangle representing Maslow&#x27;s Hierarchy of Human needs is ______________.

Accepted Answer

Self-actualization

Question 33

_________ is the process of identifying best practice in relation to customer service identity.

Accepted Answer

Benchmarking

Question 34

The ability to perform the promised service dependably and accurately

Accepted Answer

Reliability

Chapter 3 - Principles of Customer Service

Questions 34

Chapter 3 - Principles of Customer Service

Questions 34