简答题Responsiveness means to perform promised service dependably and accurately. () A、正确 B、错误简答题Creating a fun work environment is a way to create positive work culture. () A、正确 B、错误简答题Each customer contact is called a moment of truth. () A、正确 B、错误简答题Teamwork is one of the ingredients for service quality. () A、正确 B、错误简答题With self-service, guests will not expect personalized suggestions, up-sells, and promotions throughout their stay at your hotel. () A、正确 B、错误简答题Empathy is part of service quality. () A、正确 B、错误简答题Assurance is the ability to convey trust and confidence. () A、正确 B、错误简答题Give rewards, recognition, and share results will help build a positive work culture. () A、正确 B、错误简答题Understanding and identifying customer needs are not important for CRM. () A、正确 B、错误简答题Make sure everyone is clear about their individual role and if guests do provide negative feedback, share this and ensure your staff understand the impact and how they can improve next time. () A、正确 B、错误简答题At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. () A、正确 B、错误简答题Happy employees have led to a 12% increase in a hotel’s profitability. () A、正确 B、错误简答题Your staff cannot get very frustrated when they feel like they’re being held back. () A、正确 B、错误简答题Researches shows that happy employees are 31% more productive and three times more creative than unhappy employees. () A、正确 B、错误简答题Self-service should be seen as a step towards the dehumanization of hospitality. () A、正确 B、错误简答题A service recovery is satisfying a previously dissatisfied customers and making them loyal customers. () A、正确 B、错误简答题CRM includes improving customer satisfaction and maximize profits by identifying the most profitable customers and providing them with the highest level of service. () A、正确 B、错误简答题CRM includes methodologies, software, and Internet capabilities that help an enterprise to manage its relationships in an organized way. () A、正确 B、错误简答题CRM stands for customer relationship management. () A、正确 B、错误简答题CRM stands for cost revenue management. () A、正确 B、错误