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NRWC Guest Service Test

TIME: 30 Minutes or Less. TIP: Answer as YOU would (not on policies or training)

2. Assume that you are taking a telephone message for a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the: *This question is required.

When it comes to resolving conflicts:

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4. A complaining customer is?

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5. What is the best way to start a conversation with a guest you are meeting for the very first time?

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6. You work in a busy service department. A friendly guest calls you from another city while on vacation asking, "What is the weather going to be like there tomorrow so I can wear something appropriate?" Which of the following is the best response considering the situation? *This question is required.
7. A good team member works in cooperation with others, tries to be part of the team, shares useful information and never reports a co-worker that is repeatedly in violation of the company's code of conduct (because it's the manager or supervisor's job to fix it - not yours). *This question is required.
8. You work at Player's Club and an elderly woman wishes to return an earned gift. It's heavy and it's obvious that she's having difficulty placing the item on the counter. What should you do? *This question is required.

Customer Service Culture is:

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10. Customers who complain want: *This question is required.

Customers who complain:

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The best reward for your customer service representatives is:

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What should the customer service representative do when a customer is yelling?

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Why should a firm say they are sorry even if they feel the customer is wrong?

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15. If something a co-worker is doing bothers you, what is the best way to handle it? *This question is required.

What would a monotone and flat voice indicate to a customer?

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What final step can be taken to put your firm’s customer service above that of all others?

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What should be the first thing to be done in problem solving?

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What should be done at the end of a phone call with a customer after resolving an issue they had?

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What is the disadvantage of email based customer service?

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21. What should be done with an irate customer after they have vented out and explained their situation? *This question is required.
22. A guest orders a specialty item in the gift shop for $285 plus a $25 shipping fee. Due to a delay in getting a popular color, the vendor offers 50% off the shipping fee. How much will the guest have to pay in total? *This question is required.

What approach should a firm take when they need to say ‘no’ to a customer?

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How important is the tone of voice when talking to someone on the phone?

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