CFSP Customer Service 2

Question 1

A customer complains that their steak was overcooked. What is the BEST first step for the server to take?

Accepted Answer

Apologize sincerely and ask how they would like the issue resolved

Answer

Sincere apology followed by asking for the customer's preferred resolution is the foundation of effective service recovery.

Question 2

Which communication style is MOST effective when dealing with an angry customer in a foodservice setting?

Accepted Answer

Using calm, measured tones and active listening

Answer

Calm tones and active listening de-escalate tension and demonstrate respect for the customer's concerns.

Question 3

A group of 10 guests arrives without a reservation on a busy Friday night. What is the MOST professional response?

Accepted Answer

Check availability, provide an honest wait time estimate, and offer alternatives if needed

Answer

Checking availability and communicating honestly sets realistic expectations and maintains fairness to all guests.

Question 4

What does 'service recovery' mean in a foodservice context?

Accepted Answer

The steps taken to correct a service failure and restore customer satisfaction

Answer

Service recovery refers to the actions taken after a service failure to return a dissatisfied customer to a state of satisfaction.

Question 5

A customer with a food allergy asks if a dish contains nuts. The server is unsure. What should the server do?

Accepted Answer

Check with the kitchen and confirm with the chef before answering

Answer

Verifying allergy information with kitchen staff protects the customer's safety and ensures accurate information is communicated.

(CFSP) Certified Foodservice Professional Practice Test