Customer Service Flashcards
7 cards from real CFSP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service flashcards as text
A customer sends back a dish claiming it tastes 'off.' The server believes the food is fine. What is the correct action?
Answer: Remove the dish without question, inform the manager, and offer a replacement
Removing the dish without argument and involving a manager upholds guest satisfaction while following proper escalation procedures.
Which customer service metric measures the percentage of customers likely to recommend a restaurant to others?
Answer: Net Promoter Score (NPS)
Net Promoter Score measures customer loyalty and likelihood of recommendation, making it a key indicator of service satisfaction.
How should a host or hostess handle a situation where a customer insists on a specific table that is reserved?
Answer: Politely explain the table is reserved and offer comparable alternatives
Politely explaining the reservation status while offering alternatives respects both the reserving party and the walk-in guest.
What is the MOST effective way to handle a complaint from a customer who is speaking loudly in the dining room?
Answer: Calmly invite the customer to a quieter area and address the complaint privately
Moving the situation to a private area reduces disruption to other guests and allows for a focused, calm resolution.
Which of the following BEST demonstrates cultural competency in customer service?
Answer: Adapting communication style and service approach to respect diverse cultural backgrounds
Cultural competency involves adapting service practices to respect and accommodate diverse guest backgrounds and preferences.
A customer disputes a charge on their bill. What is the FIRST action a server should take?
Answer: Listen carefully, review the bill with the customer, and involve a manager if needed
Listening and reviewing the bill calmly with the customer demonstrates respect and allows for accurate resolution of billing discrepancies.
Why is follow-up contact (such as a thank-you email) important after a guest's visit?
Answer: It reinforces the relationship, encourages return visits, and provides an opportunity for feedback
Follow-up communication builds loyalty by showing guests their experience mattered beyond the meal itself.