Customer care means:
Making customers feel important and valued
Looking after customers in a restaurant
Providing a menu for children
Which one of the following is not a customer expectation?
Value for money
Accuracy and reliability
Booking a table in a restaurant
When a customer complains staff should:
Deal with the complaint immediately
Interrupt and make excuses
Say they don’t have to pay
Staff should be trained properly so:
They know the standards customers expect
They have the skills to provide good service
They can do different jobs
Staff should always:
Say ‘how are you?’ to customers
Make eye contact and give customers their full attention
Finish a conversation before greeting customers
Good service results in:
Few complaints
Customers not coming back
Staff being congratulated
A positive image is created by high standards in:
The hygiene in an outlet
The number of dishes on the menu
The treatments available in the spa
Waiting staff should:
Wear a clean uniform, suitable shoes, hair net
Shower every day, use hair gel, wear clean uniform
Have clean hands, clean uniform, tie up long hair
Corporate image is important so that:
Customers recognise the brand and the standards to expect
All the hotels look the same so customers can recognise them
The staff are all well trained
Poor standards of customer care may result when:
Not enough staff are employed
Customers are rude to staff
Staff are pleasant to customers