QUESTION 5 The key to successfully bridging a service gap is to: O a quickly ide
ID: 418723 • Letter: Q
Question
QUESTION 5 The key to successfully bridging a service gap is to: O a quickly identifty the problem and respond before the club member becomes angry O b. let the member go home and 'sleep on it' before you call him or her the next day to apologize for the service disappointment c. always be on hand to personally resolve every service problem. d. train employees to call a club manager when a service gap occurs. e. none of the above QUESTION 6 Wait staff who attend to cleaning stations and side station prep work when business in slow are engaging acceptable service behavior for club dining room operations. True False QUESTION 7 The ALERT system is an effective communication technique to use when a club faces service emergencies. True ? False QUESTION 8 Outback Steakhouse offers great customer service because they "have no rules and enpower the wait staff in making decisions O True False QUESTION 9 The number #1 complaint in food service operations such as clubs is auctioning food CK you gets what O True ?FalseExplanation / Answer
Q5) The key to successfully bridging a service gap is to.
Ans: “Quickly identify the problem and respond before the club member becomes angry "
Explanations- Customer service is a main part of a product. Identify the gaps before customer expectations at different stages and close the gap. This improves the customer service.
Q6) Wait staff who attend to cleaning stations and side station prep work when business in slow are engaging acceptable service behavior for club dining room operations.
Ans: "False"
Explanations- The number of customers being catered depends upon the number of staff employed. Operations in correctional facilities are subject to more government regulation than operations in other types of facilities.
Q7) The ALERT system is an effective communication technique to use when a club faces service emergencies.
Ans: "True"
Explanations: Service emergencies can be related with disaster or overcrowd. In this case the employees are needed to be ALERT and communicate well with other employees and manager.
Q8) Outback Steakhouse offers great customer service because they "have no rules" and empower the wait staff in making decisions.
Ans: "True"
Explanations: It is an Australian-themed American casual dining restaurant chain, serving American cuisine, based in Tampa, Florida. Outback Steakhouse has a program to support the communities in which its restaurants are located. They empowers staffing heir decision and involve local staff as well in decision making. This results in best working environment and effective service.
Q9) The number #1 complaint in food service operations such as clubs is auctioning food (ok you get what).
Ans: "True"
Explanations: Customer might feel that he is in a bidding paddle. The basic rule of customer service is "the customer is right". Auctioning food in restaurant language means lateness of your food in a restaurant. Here if server asks who ordered what dish. This is a sign of poor organization. This may drop few dollars of tip.