CCA Customer Service & Hospitality Flashcards
6 cards from real CCA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CCA Customer Service & Hospitality flashcards as text
The concept of 'moment of truth' in hospitality management refers to:
Answer: Any interaction between a customer and the operation that forms an impression
A 'moment of truth' is any point of contact between a customer and the service operation that shapes their perception of quality and satisfaction.
A service recovery strategy is used to:
Answer: Address and resolve customer complaints to restore satisfaction and loyalty
Service recovery involves the actions taken to address a customer's problem effectively, turning a negative experience into a positive one and retaining loyalty.
Net Promoter Score (NPS) measures:
Answer: Customer likelihood to recommend the operation to others
NPS measures how likely customers are to recommend your operation to others, serving as a key indicator of overall customer loyalty.
Which of the following best describes 'hospitality' in a culinary administration context?
Answer: Creating a welcoming, guest-focused experience that exceeds basic service delivery
Hospitality goes beyond basic service to create a warm, personalized, guest-centered experience that makes customers feel valued and welcome.
A comment card system in a foodservice operation is primarily used to:
Answer: Gather direct customer feedback on food quality and service experience
Comment cards collect direct feedback from customers about their dining experience, providing actionable data for quality improvement.
ADA compliance in customer-facing areas of a foodservice operation requires:
Answer: Ensuring physical accessibility for guests with disabilities, including accessible seating and restrooms
ADA compliance in customer areas requires accessible seating, appropriate table heights, accessible restrooms, and clear pathways for guests with mobility impairments.