Provide quality customer service 作业一
适用班级：酒店管理专科
一、不定项选择题
1. The characters of customer service are .
A Intangible
B Production and consumption at the same time
C Can’t be saved
D Instability
2. How to get customers’ needs .
A Customer feedback
B Staff feedback
C Market research
D Think by yourself
3. Who are the target markets of hospitality industry？ .
A Free/Fully independent travelers
B Corporate/businesses travelers
C Government personal
D Groups
E Business meeting s and conference groups
F Function accommodation for families
G Holiday makers
H Backpackers
4. What is “4P”mean? .
A place
B Price
C Production
D promotion
E People
5.Effective teamwork therefore depends upon .
A Individual effort for the collective benefit of the team
B Common commitment and dedication to objectives
C Strong group cohesiveness and flexibility
D Effective communication skills
E A collection of people
F Honesty and trust
6.What are the customers needs in hospitality industry? .
A Quality
B Special treatment
C Product selection
D Value for money
E Special interest
F Professionalism
G A pleasant atmosphere
H Somethings
7.How to indentify customer’s needs？ .
A looking at complaints
B Listening skill
C Questioning techniques
D Communication
E Observation skill
F Prior knowledge
8.How to become an active listener? .
A Pay close attention
B Demonstrate physically that you are listening
C Check for understanding
D Don‘t interrupt
E Respond Appropriately
9.What are communication techniques ? .
A Be polite, professional and friendly
B Use an appropriate tone
C Use appropriate body language
D Actively listen
E Maintain Eye contract
F Use open questions to gather information
G Use impositive language
H Show respect and be polite
10.How to promote the customer business? .
A Offering accurate information
B Approach customer
C Sell benefits
D Close the sale
二、判断题
1 2 3 4 5 6 7 8 9 10
1. The most important aspect of hospitality is a focus on the customer. Waiters should clearly understand the host-guest relationship required in order to provide quality customer service.
2.Most customers are “diffcult” and some just seem to present us with more of a challenge than others.
3.Empathy is often used in conflict situations. servers should put themselves in the position of the other person to better understand their point of view. Saying sorry when something goes wrong. Telling the guest that you have had s similar experience.
4.In brief, conflict could be defined as “A State of Hostility”.
5. Groups are a collection of people who are brought together with a common link or purpose. This is to say that teams are better than groups, they are simply different.
6.A smile is one of the most powerful messages you can send. A smile translates into any language, to any age group, across any culture. Smile and people will smile back at you.
7.All customers are same. They have same needs, expectations and, of course budgets.
8. A customer wants to buy something that benefits them, not our bottom linethey want us to solve problem or meet a need for them.
9. Some complaints need more than a quick call to the customer to make sure the problem has been resolved.
10.When you listen to your customer‘s statements and responses, do nothing but just listening.
三、综合分析题
1. Please indicate the each level of this conflict.(25 points)
A busy restaurant has a staff of 6 waiters. It is a Saturday evening half way through service time. Two of the waiters are having a heated discussion. At first the talk was just banter between them, but the situation is starting to get out of hand and the language is getting louder and personal.The two waiters have never got on well but there has not been any sign of serious animosity before.
One of the waiters (Rachel) works behind the bar she is very good at her job. The other, (David) works on the floor, and is very enthusiastic but a bit clumsy. On observation it seems that David has knocked a Corona over a Mojito Cocktail that Rachel had just finished making. Rachel began to get upset. At the same time a waiter has come over to the Bar with a complaint .The customer had been waiting too long for the Mojito Cocktail he ordered. There are three orders for Cocktails waiting to be completed. Feeling the pressure from his customer, David asks for the Corona to be quickly replaced. The other waiters see the argument developing into something serious and do not get involved.The Boss (dining in there restaurant) comes back behind the bar, sees the argument, steps in and tells both staff to stop arguing or he will sack them both.
Please indicate the each level of this conflict.
1.Discomfort：
2.Incident/ Episode :
3.Misunderstanding:
4.Tension/stress:
5.Crisis:
2. The Background of “The Lobby Restaurant’case (25 points)
The Lobby Restaurant situated in a large city hotel. The restaurant has the capacity to seat 90 customers at a time. Two weeks ago the marketing department started a promotion campaign to entice more customers to the venue. Since the commencement of the campaign, you have experienced a steady increase in the number of customers attending; in fact, the restaurant has been fully booked on next four Saturday lunch.
I t is a Saturday lunch time, the beginning of service time. A lot of guests are waiting for check in at restaurant reception. A waiter Judy in front desk is so busy. The first is a middle-aged couple wearing well. The lady deposits her handbag to Judy and emphasizes the valuables. Judy busy for the next guest services, so she placed the lady‘s handbag in a paper box under the counter. After a while, two young ladies come into the restaurant. One of them received their friend‘s gift -diamond brooches and she hopes Judy help her to keep it during meal time. Judy very glad to keep it , but put the valuable gift in the same box and keep working . You are duty manager Lee and see the waitress’s service.
When you are involved in a conflict situation with a customer, the situation requires you to identify the problem and then set about solving it. How do you do?
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