MCQs – Customer Service in the Travel Industry (IATA – Serving the Travel Customer)
Each question carries 1 mark.
1. What is the primary goal of customer service in the travel industry?
a) Reduce company expenses
b) Increase staff workload
c) Enhance customer satisfaction
d) Focus only on profits
Answer: c
2. Which of the following best defines customer service?
a) Selling products to clients
b) Handling money
c) Meeting and exceeding customer expectations
d) Managing inventory
Answer: c
3. Good customer service can lead to:
a) Fewer bookings
b) Loss of loyalty
c) Increased customer retention
d) Higher complaints
Answer: c
4. What is a key element of good customer service?
a) Being impatient
b) Being rude
c) Active listening
d) Avoiding interaction
Answer: c
5. Which of the following is a tangible aspect of customer service?
a) Courtesy
b) Clean office space
c) Empathy
d) Enthusiasm
Answer: b
6. Customers form their first impression within:
a) 1 hour
b) 30 minutes
c) 7 seconds
d) 10 minutes
Answer: c
7. What is the first step in the customer service process?
a) Complaint handling
b) After-sales service
c) Greeting the customer
d) Selling a product
Answer: c
8. Why is empathy important in customer service?
a) To avoid responsibilities
b) To increase sales
c) To connect emotionally with the customer
d) To advertise services
Answer: c
9. Which skill is most critical when dealing with customer complaints?
a) Ignoring issues
b) Defensive attitude
c) Patience
d) Arguing
Answer: c
10. What is non-verbal communication?
a) Written words
b) Body language and facial expressions
c) Phone conversation
d) Emails
Answer: b
11. The tone of voice is part of:
a) Written communication
b) Non-verbal communication
c) Verbal communication
d) Document control
Answer: c
12. A satisfied customer is likely to:
a) Never return
b) Avoid your service
c) Recommend your services to others
d) Complain more
Answer: c
13. A complaint should be seen as:
a) A problem
b) A personal attack
c) An opportunity to improve
d) A waste of time
Answer: c
14. Which of these is a customer service touchpoint?
a) Email response
b) Airline baggage system
c) Airport runway
d) Maintenance team
Answer: a
15. What is the LEARN model used for?
a) Training employees
b) Handling customer complaints
c) Writing emails
d) Booking systems
Answer: b
16. What does "L" in LEARN stand for?
a) Lead
b) Laugh
c) Listen
d) Launch
Answer: c
17. Cross-selling is offering:
a) The same service
b) Cheaper service
c) Complementary products
d) Refunds
Answer: c
18. Which of the following is NOT a trait of good customer service?
a) Friendliness
b) Rudeness
c) Politeness
d) Helpfulness
Answer: b
19. Which of the following is a key customer expectation?
a) Ignorance
b) Speed and efficiency
c) Delay and confusion
d) High price
Answer: b
20. Which channel is not typically used in travel customer service?
a) Phone
b) Email
c) Smoke signals
d) Chat support
Answer: c
21. What is the role of body language in customer service?
a) It doesn’t matter
b) Enhances verbal communication
c) Replaces words completely
d) Avoids conflict
Answer: b
22. Active listening involves:
a) Interrupting frequently
b) Taking notes only
c) Focusing on speaker and responding appropriately
d) Thinking about your next task
Answer: c
23. Which of the following is an internal customer?
a) Client
b) Co-worker
c) Vendor
d) Travel blogger
Answer: b
24. Customer complaints are valuable because they:
a) Waste company resources
b) Damage reputation
c) Provide feedback for improvement
d) Must be ignored
Answer: c
25. A common barrier to effective communication is:
a) Clarity
b) Noise
c) Understanding
d) Empathy
Answer: b
26. Personalization in service means:
a) Same service for all
b) Standard procedures only
c) Tailoring the experience to each customer
d) Ignoring preferences
Answer: c
27. What is "service recovery"?
a) Avoiding the issue
b) Ignoring complaints
c) Fixing service failures to regain trust
d) Reducing service
Answer: c
28. Feedback helps in:
a) Confusing employees
b) Destroying brand
c) Improving customer service
d) Creating delays
Answer: c
29. Upselling is:
a) Offering a cheaper deal
b) Suggesting higher value options
c) Reducing customer spend
d) Denying services
Answer: b
30. CRM software helps in:
a) Customer file deletion
b) Ignoring customers
c) Managing relationships and tracking service
d) Reducing bookings
Answer: c
More Questions (31–50)
31. Which one is a barrier to active listening?
a) Giving feedback
b) Eye contact
c) Interrupting
d) Asking questions
Answer: c
32. What does a positive attitude in service imply?
a) Arguing
b) Blaming
c) Being cooperative and cheerful
d) Avoiding tasks
Answer: c
33. Which type of communication is fastest in resolving urgent customer issues?
a) Letter
b) Email
c) Phone
d) Social media post
Answer: c
34. A customer-centric culture means:
a) Business comes first
b) Staff welfare only
c) Customer is the focus of all decisions
d) No changes allowed
Answer: c
35. What is the first thing to do when a customer is angry?
a) Yell back
b) Apologize immediately
c) Interrupt
d) Listen without interrupting
Answer: d
36. Which of the following is a result of poor customer service?
a) Positive reviews
b) Repeat bookings
c) Customer churn
d) Employee promotions
Answer: c
37. What is the best way to build customer loyalty?
a) Discounts
b) Ads
c) Consistent service quality
d) Avoiding complaints
Answer: c
38. Why is training important for customer service staff?
a) To fill time
b) To create confusion
c) To improve skills and service delivery
d) To increase complaints
Answer: c
39. Which of these is a soft skill?
a) Typing speed
b) Empathy
c) Billing
d) Programming
Answer: b
40. The best way to personalize customer service is to:
a) Use the customer's name
b) Treat all customers the same
c) Avoid asking preferences
d) Be robotic
Answer: a
41. Emotional intelligence in customer service involves:
a) Memorizing scripts
b) Managing your and others’ emotions
c) Avoiding emotional talks
d) Pretending interest
Answer: b
42. What should you avoid when dealing with complaints?
a) Denying the problem
b) Listening
c) Apologizing
d) Clarifying
Answer: a
43. Which department benefits most from CRM?
a) Finance
b) Marketing
c) Customer Service
d) Logistics
Answer: c
44. Which is a proactive customer service action?
a) Waiting for complaints
b) Following up with customers
c) Blaming others
d) Avoiding contact
Answer: b
45. Consistency in service means:
a) Varying each time
b) Different treatment
c) Delivering same quality every time
d) Guessing needs
Answer: c
46. Listening to customer feedback shows:
a) Disinterest
b) Responsibility
c) Authority
d) Delay
Answer: b
47. Which of these best shows empathy?
a) “I know how frustrating that must be.”
b) “It's your fault.”
c) “That’s not my problem.”
d) “I can’t help.”
Answer: a
48. The most effective apology includes:
a) Blame
b) Sarcasm
c) Sincerity
d) Denial
Answer: c
49. Service excellence requires:
a) Luck
b) Training, commitment, and feedback
c) Avoiding changes
d) Rigid systems
Answer: b
50. What does “customer delight” mean?
a) Just meeting expectations
b) Ignoring needs
c) Going beyond expectations
d) Offering only the basics
Answer: c
