1. Almost all dissatisfied guests complain. Group of answer choices True False

2. About 13 to 16 guests out of every 100 are purposefully out to scam us and get something for free. True or False

3. If you solve a guest problem efficiently, quickly, and delightfully...that guest may be even more likely to use your product or service again than if he or she ever had a problem in the first place. True or False

4. Dr. Ricci gave two examples of excellence in guest service from which organizations? A. Walt Disney World, Universal Studios B. Publix, Pet Supermarket C. Publix, JetBlue D. Marriott, Hilton

5. It is only likely for a guest to receive outstanding service at luxury brands. That's why Ritz-Carlton, Mandarin Oriental, Four Seasons, and others are the best at what they do. True or False

WILL GIVE 10 STARS

1. Almost all dissatisfied guests complain.

FALSE, ONLY ABOUT 5-10% OF DISSATISFIED CUSTOMERS ACTUALLY COMPLAIN. SOMETIMES THAT RATIO IS EVEN LOWER DEPENDING ON THE INDUSTRY.

2. About 13 to 16 guests out of every 100 are purposefully out to scam us and get something for free.

FALSE

3. If you solve a guest problem efficiently, quickly, and delightfully...that guest may be even more likely to use your product or service again than if he or she ever had a problem in the first place.

TRUE, ABOUT 95% OF THE GUESTS WHOSE PROBLEMS WERE SOLVED IMMEDIATELY AND DELIGHTFULLY GENERALLY RETURN OR HAVE A VERY POSITIVE OPINION ABOUT THE HOTEL.

4. Dr. Ricci gave two examples of excellence in guest service from which organizations?

C) Publix, JetBlue

5. It is only likely for a guest to receive outstanding service at luxury brands. That's why Ritz-Carlton, Mandarin Oriental, Four Seasons, and others are the best at what they do.

FALSE