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Customer Service - Chapter 3 questions and answers 100% verified. Exceptional Customer Service (4 characteristics) - correct answers.1. Takes initiative 2. Responsive 3. Friendly and Courteous 4. Sensitive and Tolerant Why does the Ritz-Carlton have Exceptional Customer Service? - correct answers.1. Employees are fully trained before they interact with a customer. 2. They are empowered to correct issues by spending up to $2,000 on each guest/incident. What is Exceptional Customer Service? - correct answers.When CSR's go "Above and Beyond" what is expected. Customer Expectations - correct answers.Are the beliefs about service the customer has BEFORE a transaction. Customer Perceptions - correct answers.The opinions about service the customer forms DURING and AFTER the transaction. Critical First Impressions - correct answers.The way you initially communicate with people is key (Moment of Truth)

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