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- 1. Multiple Choice
Define the term "Service Breakdown".
It is the provision of service to customers before, during and after a purchase.
It refers to the action taken by the service provider in response to a service failure.
A situations when customers expectation of a certain level of service that are not met by a service provider.
It involves demonstrating the qualities of a service professional, creating a positive customer experience by offering customized and personalised services that impress customers.
- 2. Multiple Choice
Which one of the following is the likely cause of a service breakdown?
The food were fresh and delicious.
The service staff were friendly and efficient.
The restaurant had a clean and nice ambience.
The service provided was slow and inefficient.
- 3. Multiple Choice
Which one of the following is a correct way to acknowledge your customer’s complaint?
Nod your head.
Smile at the customer.
Give complimentary food to the customer.
State what you are going to do for the customer.
- 4. Multiple Choice
A customer has complained of his cold food in the restaurant. Which one of the following actions or steps should you take?
Inform the chef.
Apologise and walk away.
Ask your manager for assistance.
Apologise and offer to prepare a new one.
- 5. Multiple Choice
At 9.30pm, a guest walked into the café. The waiter said, “Good evening, Sir. I just want to let you know that we are closing at 10.00pm SHARP!” This response shows that the service staff ______________.
has poor attitude
is very well trained
is friendly and helpful
knows the company policy very well
- 6. Multiple Choice
A customer is unhappy when the waiter informed him that he must finish his meal quickly as the restaurant will be closing in 15 minutes time. This cause of service breakdown is due to
faulty product
poor service attitude
unhelpful service staff
slow service provided by the staff
- 7. Multiple Choice
What is the likely outcome if customer is not satisfied with the services or products they have experienced?
Sales will improve.
Lost of future business.
The reputation of the company will be better.
More customers will buy the product and services.
- 8. Multiple Choice
What is the likely solution if the service staff is slow, inexperience and lack of product knowledge?
Scold the service staff.
Terminate the service staff.
Send the staff for training.
Punish the staff by deducting the salary.
- 9. Multiple Choice
Which one of the following is the best way to resolve a service breakdown?
Stay calm, listen to the customer, show empathy and try to assist the customer.
Stay neutral, listen to the customer then explain to them and give them some gifts.
Be friendly, let the customer vent their anger, support them and give them some gifts.
Smile first then listen to the customer, try to give excuses and ask supervisor for help.
- 10. Multiple Choice
While serving drinks to the customers, the waiter drops the plate of food onto one of the guest. The manager then apologized and presented a complimentary dinner voucher to the guest. This action is an example of _____________.
service process
service recovery
service breakdown
service excellence
- 11. Multiple Choice
Which one of the following example shows a service staff deals with the customer's feelings?
"I understand your frustrations."
"Let me check if I can help you."
"Thank you for bringing up this feedback to us."
"Can you tell me slowly what you are unhappy about?"
- 12. Multiple Choice
Which one of the following methods is the best way to handle abusive customers?
Stay calm and be defensive.
Smile at the customers and let them be.
Be stern and fierce with the customers.
Set limits and tell the customers that you want to help.
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