Customer Service and Service Quality
13 resources created by 13 users
This Customer Service and Service Quality page on GoConqr gathers community-made quizzes, mind maps, flashcards, slide sets and notes, from hotel and restaurant quality aspects to service guarantees, failure and recovery. It's built for university students and professional candidates, school students, and teachers after ready-made material. There are over 130 resources here, including more than 9 quizzes, over 90 mind maps and 12 flashcard decks, made by over 100 contributors. Try a quiz to find your gaps, then open a map to fill them.
Top Customer Service and Service Quality resources
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6 questionsCustomer Service in Travel and Tourism Which of the following lists four interpersonal skills that a customer services supervisor should have?
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12 questions4.02 H&T Quiz Due to a problem with an aircraft, an airline delayed the plane’s takeoff. As a result, passengers waited i...
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Mind map QUALITY IN TOURISM This is an outline about the quality of tourism. Student: Mario Patiño
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20 questionsProvide Service to Customers To succeed in the world of customer service what important skills are required?
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11 questionsKey Steps of Service What MUST every Customer must experience at every visit!
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12 questionsAttitudes and Careers Is the statement correct excellent service causes customers to return
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5 questionsOutstanding Service What are the 5 Ps?
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16 cardscustomer care and working procedures definition of moment of truth
Quizzes
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6 questionsCustomer Service in Travel and Tourism Which of the following lists four interpersonal skills that a customer services supervisor should have?
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12 questions4.02 H&T Quiz Due to a problem with an aircraft, an airline delayed the plane’s takeoff. As a result, passengers waited i...
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20 questionsProvide Service to Customers To succeed in the world of customer service what important skills are required?
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11 questionsKey Steps of Service What MUST every Customer must experience at every visit!
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12 questionsAttitudes and Careers Is the statement correct excellent service causes customers to return
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5 questionsOutstanding Service What are the 5 Ps?
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3 questionsService quality What is NOT one of the 3 dimensions of service quality measurement?
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2 questionsMops What is pillar number6?
Mind maps
Flashcards
Notes
Slides
More Tourism and hospitality topics
About Customer Service and Service Quality
GoConqr OriginalWhat the page covers
The resources look at how service is planned, delivered and judged in travel, tourism and hospitality. Some are about everyday practice, such as the mind map Flow OF Service, which lists the essentials a waiter carries and the steps from welcoming guests to seating them. Others, like Concierge Services, look at how a visitor requests and evaluates a service.
Where to start
Begin with the quiz Customer Service in Travel and Tourism. It asks about interpersonal skills for a supervisor and about how service leads to loyalty and repeat business. Then look at the slide set quality service, which sets out quality aspects in a hotel and a restaurant, such as cleaning, good service and fresh ingredients.
The flashcard deck Aspects of Quality extends this to a theatre, a walking tour and a museum, so you can see how the same idea changes by setting.
Cases, guarantees and recovery
- Read the mind map Service guarantees, Service failure, and Service recovery, which covers customer dissatisfaction, reputation and recovery actions.
- Test yourself with the flashcards Premier Inn - Service guarantees, a case study on a service guarantee.
- Move on to Singapore Zoo Night Safari, a case study of an innovative service.
- Try the quiz 4.02 H&T Quiz, which describes a delayed flight and asks you to respond to the passengers' stress and discomfort.
Using quizzes and maps together
Take a quiz first and note what you missed. Then find a mind map on the same theme. There are maps on guest satisfaction, staff quality, handling irate guests and measuring service quality in tourism, plus one on using the five SERVQUAL dimensions to improve customer service. Go back to the quiz afterwards and see what has changed.
Where it sits
This unit belongs to the strand Customer Service, Marketing and Technology in Tourism and hospitality. Pick one resource that matches what you are studying and work outwards from there.
Frequently asked questions
Which resource should I open first?
Start with the quiz Customer Service in Travel and Tourism. It covers supervisor skills and why service builds loyalty and repeat business. After that, the slide set quality service gives you examples of quality aspects in a hotel and a restaurant.
What do the mind maps cover?
There are over 90 of them. Topics include the flow of service, concierge services, service guarantees, failure and recovery, guest satisfaction, staff quality, handling irate guests and measuring service quality in tourism. Some also apply SERVQUAL to a hospitality manager's work.
Are the resources free to use?
Yes. Every resource listed here is free to open, study and take, with no account needed. They were made by GoConqr users, not by GoConqr itself, so you will see different styles and levels of detail from one resource to the next.
Who are these resources for?
They suit university students and professional candidates, school students, and teachers looking for ready-made material. You can use quizzes to check recall, flashcards for case studies and maps to organise ideas. Choose resources that match your own level and course.
Are there case studies?
Yes. Two flashcard decks are case studies: Singapore Zoo Night Safari and Premier Inn - Service guarantees. There are also mind maps on Qantas Airline customer satisfaction and on Marsh Farm, which you can use to see service ideas applied.
What if I can't find my topic?
Try a nearby resource first, as many maps and decks overlap on quality, satisfaction and recovery. A free account lets you make your own quizzes, mind maps, flashcards and notes to fill any gap.