PRACTICE QUESTIONS WITH VERIFIED
ANSWERS PACKAGE
●● Customer service culture
Answer: A workplace where everyone puts customers first.
●● Customer-centric service
Answer: Service focused on customer needs.
●● High-quality customer service
Answer: Friendly, fast, and exceeds expectations.
●● Customer loyalty
Answer: Customers returning because of good experiences.
●● Moment of truth
Answer: Any interaction between customer and business.
●● Service recovery
Answer: Fixing a problem to satisfy a guest.
, ●● Guest feedback program
Answer: System to collect customer opinions.
●● Comment cards
Answer: Written feedback from guests.
●● VIP (very important person)
Answer: A guest given special attention.
●● External customer
Answer: The paying guest.
●● Internal customer
Answer: Employees serving each other.
●● Customer with a disability
Answer: Guest needing accommodations.
●● Reasonable accommodation provision
Answer: Adjustments made for disabilities.