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47 Cards in this Set
- Front
- Back
Service
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What restaurant and food service employees provide.
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Hospitality
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How services are performed
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High Quality Customer Service
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Consistently exceeding customers expectations
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Nature of Service
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what you do and how well you do it.
timeliness, organization, efficiency, uniformity, correctness |
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Personal Interactions
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How you treat people when you provide service
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Standard
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Criteria for behaviors/practices of an operation that represent the norm.
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Process
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Series of operations that bring results. ie hiring, training, evaluating
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Task
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Responsibility, function or procedure.
Part of a process |
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Customer loyalty
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Customer's preference over others
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Competitive Point of Difference
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Perceived or actual difference between any 2 things used to influence a customers buying decision
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Cost-Benefit Ratio
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dollar value of benefits divided by dollar value of cost to achieve those benefits.
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Moment of Truth
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Any time a guest comes into contact with any aspect of the organization and gets an impression of the quality of service (positive or negative)
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Cycle of Service
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Accumulation of moments of truth
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A high-quality customer service system is supported by . . .
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processes and tasks.
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Customer loyalty is . . .
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achieved by providing the product and service the customer expects.
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Restaurant managers believe that good customer service is important to their operations because it can
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decrease marketing expenditures.
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A competitive point of difference is the . . .
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actual or perceived difference between any two things that influence customers
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All of the following are competitive points of difference for an operation except the . . .
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financial
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The impact of customer service primarily affects which aspects of a restaurant?
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A. Marketing, staffing, and profit
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Higher levels of customer service result in . . .
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increased customer loyalty.
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The cycle of service is . . .
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all the customer’s moments of truth from the beginning to the end of a visit.
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Anupa’s favorite sushi restaurant offers a hot towel at the beginning of the meal, and the server always pleasantly says, “We are very pleased to have you with us this evening.” This is an example of . . .
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hospitality.
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All of the following are part of high-quality customer service
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A. generating profit.
B. exceeding expectations. C. identifying customer expectations. |
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A customer is . . .
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influenced by a product or service.
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A high-quality customer service system considers
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both the internal and external customer.
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In a systems management approach
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you must be aware of cross-functional issues.
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A high-quality customer service system can lead to which of the following?
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A. customer satisfaction 100%
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The result of the service-profit chain is
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B. revenue growth and profit. 100%
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According to the service-profit chain, all of the following increase customer satisfaction,
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A. employee development programs.
B. employee productivity improvements. C. employee rewards and recognition programs. |
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The loop aspect of the service-profit chain refers to
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reinvesting in a high-quality service system
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To ensure the best chance to provide high-quality customer service,
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the internal and external customer must be valued equally. 100%
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Which of the following is NOT a supportive process for helping employees perform their job?
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increasing efficiency by “easing back” on safety rules and sanitation regulations 100%
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The starting point for developing a process for identifying customer expectations is
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internal service quality (in the service-profit chain).
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The “four rights” of internal service quality are
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hire, train, compensate, and retain.
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The following have been identified as major concerns of the internal customer except
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meeting the manager’s demands
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Communicating employer expectations to potential employees can
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lead to a reduction in employee turnover.
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The expectations of the internal customer
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should be a serious consideration of the operation.
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Customer service expectations of the external customer
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can be influenced by moments of truth
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Asking your bartenders how they like the new longer hours on Thursdays is an example of
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getting feedback from internal customers
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Collecting feedback from the customer should be
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management’s responsibility
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All of the following are ways to identify staff who can deliver prompt, friendly, and courteous customer service except:
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using the supportive processes of the service-profit chain.
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Determining customer’s expectations is important because
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you need to know what they are in order to satisfy them.
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All of the following are tools for identifying external customer expectations
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observation and questioning
demographic analysis. conversation |
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All of the following are tools for identifying internal customer expectations expect
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focus groups
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Gathering feedback from external customers is important because
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it lets you know how well you are doing
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You should obtain all the following types of feedback from internal customers except
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their satisfaction with suppliers
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You should obtain all the following types of feedback from external customers
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their satisfaction with the facility’s cleanliness.
their satisfaction with the food you served their satisfaction with the service they received |