Managing in the Service Environment

PRACTISE QUESTIONS

SYLLABUS – WEEK 4,5,6,7

Managing in the service environment

Short answer Questions

1. Quality customer service

Ans. The process of consistently communicating to every customer--whether it is an internal customer or external customer--that they are valued, and that their satisfaction is paramount to your organization. Quality customer service means accepting this fact and willingness to step up to this challenge.

2. Meaning of timeliness in service.

Ans. Services are made available to the customer when needed. Timeliness is related to situation and customer’s expectations.

3. Meaning of time management

Ans. Time management refers to managing time effectively so that the right time is allocated to the right activity, in addition effective time management allows individuals to assign specific time slots to activities as per their performance. Time management refers to making the best use of time, as time is always limited.

4. Meaning of service time depends on

Ans. Service time depends on: -

(1) Nature of the service operations

(2) Number of service steps involved in the total service encounter

(3) Facility to manage the flow of persons.

5. Meaning of flow in service

Ans. By controlling serving time at each table, service provider can do great deal to balance the situation. This greatly facilitates smoother flow of services.

6. Meaning of anticipation in services

Ans. A component of quality service expected by hospitality consumers.

7. Yield Management

Ans. is the project / proposal of anticipating the occupancy / requirement of the facilities on a given day of the date.

8. Meaning of Freezer (Customer Service arena)

Ans. A limited service arena representing poor procedural and meagre...