Read and answer the following questions thoughtfully and through synthesizing into your own words. Your answers
should be in BOLD RED.
Find and share a meaningful quote on customer service:
Insert.
Why is customer service important?
Insert.
What’s the ‘problem’ with customer service training, as it is currently being provided by companies for employees?
Insert.
Why are customers getting ruder? List suggestions from the reading and add your own ideas as to why you think this is a
growing problem.
Insert.
Find a sarcastic customer service meme and copy and paste it here:
What’s the difference between service and servitude? Are most workers in customer service acting from a place of
service or servitude, in your view?
Insert.
Through various religious and social leaders, we can see that service can be a powerful act of ______________.
Insert.
What does the word ‘service’ mean to YOU? Be honest. Insert.
Why would it be important for you to learn the advanced skills of customer service for yourself and in leading staff on the
frontlines?
Insert.
What does it mean that hospitality/tourism is intangible?
Insert.
What does it mean that hospitality/tourism products are perishable?
Insert.
What does it mean that hospitality/tourism products are inseparable?
Insert.
Why are customer expectations so much higher for the hospitality/tourism industry than they are for, let’s say, a 7-11
clerk or a mail delivery person?
Insert.
What are the four foundational needs every customer has?
Insert.
What does this mean: “Good is not good when better is expected?” Why is exceptional service required over adequate
service?
Insert. What is the 10&5 Rule?
Insert.
What are 3 suggestions from the reading on how to provide exceptional customer service?
Insert.
What are 4 additional suggestions you can offer for how to provide exceptional customer service?
Insert.

SuperTutor

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Status NEW Posted 29 Apr 2017 03:04 AM My Price 10.00

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